Making government accessible, responsive and transparent.
Today, citizens expect simple consumer-like experiences when requesting non-emergency, 311-type assistance from local government. Reporting a pothole or a burned out streetlight, grafitti in a public place, or simply accessing information such as the location of the closest animal shelter, or neighborhood trash pickup schedule should be easy. However, with costly call centers, spreadsheets and manual processes for tracking and managing requests, and limited mechanisms for timely two-way communication, agencies often fall short of expectations.
Accela Service Request Management, a branded, mobile and web-based application, helps government keep pace with evolving citizen demands and facilitates customer relationship management. Users can make requests and access information when and how it’s convenient for them. In addition, agencies can ensure close case management with limited resources to resolve requests fast.