Capture every phone, online, or walk-in service request, route it to the right department, and close the loop with the resident. Nothing gets lost, nothing gets forgotten.
Phone calls, online submissions, walk-ins, and staff entries all land in the same queue. Every request gets a number and a timestamp the moment it is created, no matter how it arrived.
Configure routing rules by request type, location, or category. A pothole goes to Public Works. A noise complaint goes to Code Enforcement. No one has to forward an email or make a call to hand it off.
New → Assigned → In Progress → Resolved. Every status change is timestamped and logged. Supervisors see what's open and overdue. Staff know what's been assigned to them without checking in.
When a request is assigned and when it's resolved, the resident gets an update automatically. No one has to remember to call back. No one has to explain why it took three weeks and no one said anything.
What communities gain when the manual work goes away.