Making government accessible, responsive and transparent.

Accela’s Service Request Management creates a branded and “consumer-like” experience for citizens. It makes it easy for community members to make requests for services, or access information on events, landmarks, and information on other civic services such as trash pickup schedules or road construction project status.

For large cities, 311 call center budgets can run in the millions and even tens of millions of dollars annually. Accela Service Request Management aims to decrease government spending by reducing time and resources required by agencies to handle non-emergency requests. When citizens interact with government online, agencies can better manage call center staffing and eliminate inefficiencies in routing and tracking requests.

Conditional workflows ensure requests are picked up by the correct department with two-way synchronization for close tracking and management. Tasks can easily be assigned based on request type and even geographic boundaries. This ensures service requests are never dropped in handoff, and all parties, including citizens, have complete transparency with real-time status updates.

More efficient processing for non-emergency citizen requests make for cleaner, safer and more livable communities. Plus, when citizens can connect with government in a way that’s comfortable for them, they’re more likely to expose issues improving the quality of a community.