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Residents expect simple consumer-like experiences when requesting non-emergency, 311-type assistance from local government. Agencies often fall short of expectations due to costly call centers and manual processes for tracking and managing requests.

Accela Service Request Management is a branded, mobile, and web-based application that helps government facilitate customer relationship management. Users can make requests and access information when and how it is convenient for them. In addition, agencies can ensure close case management with limited resources to resolve requests fast

Man walking down street looking at mobile phone


Automate pre-configured workflows to identify request types, route tasks associated with submissions, send internal communications, and deliver push notifications to the public.

Construction pylons around a construction site

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.

A woman sitting on a couch with her laptop

Enhance the resident experience with a fully branded mobile application and online portal for requesting services. Residents can conveniently upload and mark-up photos of issues and submit and track requests.

Powerful analytics

Gain a detailed look at agency performance along with a 360-degree view of your residents to better understand the number and types of requests being made for complete service request optimization.

GIS software for service request management

Enable residents and agency staff to pinpoint requests via GIS-based mapping for quick insight into the nature and location of an issue.

A construction worker on a tablet

Integrate with work order management solutions to propel service requests into action and streamline processes for faster resolution.

Find out how Accela Service Request Management can help you improve turn-around times and enhance resident relationships.

View our on-demand webinars featuring industry experts and Accela partners, products and customers.

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