Service Request Management

A better way to engage your citizens

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.

Features

Process automation
Automate pre-configured workflows to identify request types, route tasks associated with submissions, send internal communications, and deliver push notifications to the public.
Service request task management
Access an intuitive platform for agency staff to search requests, track cases, set up processes and prioritize and manage their queue from request intake to resolution.
Online citizen access
Enhance the citizen experience with a fully branded mobile application and online portal for requesting services. Citizens can conveniently upload and mark-up photos of issues and submit and track requests.
Built-in reporting
Gain a detailed look at agency performance along with a 360-degree view of your citizens to better understand the number and types of requests being made for complete service request optimization.
GIS integration
Enable citizens and agency staff to pinpoint requests via GIS-based mapping for quick insight into the nature and location of an issue.
Work order management integration
Integrate with work order management solutions to propel service requests into action and streamline processes for faster resolution.

Philadelphia is aiming to become one of the safest cities in America and we are committed to working more efficiently and effectively, with integrity and responsiveness.”
Mayor Nutter
PHILADELPHIA, PA

Benefits

Improve citizen engagement
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.
Minimize agency spend
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.
Automate interagency collaboration
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.
Create stronger communities
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.