Request Management Enterprise

Leading Citizen Request Management Solution

Empowering Communities with

Seamless Public Request Management

Our 311/CRM solution gives staff the tools to efficiently handle requests made by the public while ensuring accountability and maintaining high service standards. On the constituent side, Request Management Enterprise (RME) allows your residents to report non-emergency issues with two-way communication, keeping them informed throughout the process. From large call centers to small townships, our solution caters to municipalities of all sizes seeking better transparency with their constituents.

Streamlined Solutions for

Staff and Citizens

In the blink of an eye, users of all technical levels can effortlessly navigate our sleek and intuitive CRM interface. Our cutting-edge, cloud-based software empowers staff to seamlessly manage multiple tasks from a single browser window.

Enhancing call centers and 311 initiatives

Our “Call Center” feature provides a unified, all-in-one view for users to handle requests, access knowledgebase articles, and track previous submissions. Gain valuable insights into the entire issue resolution process with just a few clicks.

Streamlining service requests

Our intelligent routing system enables staff to concentrate on relevant tasks and prioritize their workloads with ease. Keep a close eye on staff performance at various levels, ensuring accountability and maintaining high service standards. Experience the future of 311 software with our innovative solutions.

Customer

Spotlight

Evanston 311

Platform Upgrade

Explore Evanston’s 311 platform upgrade journey in a City of Evanston, IL video testimonial. Witness the transformation of city services and the profound impact of technology on citizen engagement. Join us on this exciting venture toward a more connected and responsive government!

Our Most Popular

Program Features

Customizable request views

Create and save custom Views for different service types, geographic areas, status, and more.

Issue Map View

View request data as an interactive map, to quickly identify geographic patterns and “hot spots.”

Bulk Edit/Update of Requests

Perform bulk operations to update or close a series of related requests in a single action.

Easy Service Request Entry

Simple, streamlined, and intuitive interface makes request entry a snap for both residents and staff.

Reassign, Update, and Close service requests

Use powerful tools that introduce workflow automation and facilitate end-to-end management of your municipal services. Create a detailed history of each request and maintain constant communication with residents throughout the service process.

Access to full knowledge base

Create Knowledge Base articles to address frequently asked questions, explain policies, or direct residents to additional resources related to your municipal services to reduce citizen inquiries.

user notices

Display attention-grabbing notifications about emergent situations or hazardous conditions in context to communicate important information to both residents and staff.

Routing, Updates, and Notifications

Automation

Request Management Enterprise (RME) revolutionizes service request management with its state-of-the-art automation features. Tailored to the specific request type, our system effortlessly handles routing and escalations, ensuring that every issue is promptly addressed and resolved.

Stay in the loop and never miss a beat with our automatic email updates, keeping everyone informed about the progress of their requests. Gone are the days of lost or unresolved issues – Request Management Enterprise’s advanced automation guarantees efficient handling and seamless tracking.

When it’s time to provide progress updates to submitters, our intuitive interface lets staff trigger notifications with a simple checkmark. But that’s not all – besides emails, you can customize and automate branded responses across multiple channels, including robocalls, texts, and tweets, ensuring a seamless and modern communication experience with the public.

Customize and

Automate

Automated Routing

Direct service requests directly to the responsible party with robust automation, to assign service requests to the correct staff instantaneously – with no need for manual review.

Branded Emails

Customize all citizen notification emails with colors, fonts, and logos to match your municipal brand.

Custom text responses

Share updates with citizens via SMS message.

custom robo call responses

Customize AI-generated voice call.

Surveys

Create custom surveys to gather public feedback on specific request types. Results are stored for easy access, enabling service improvements and follow-ups with residents.

Automatic & Manual Notification Options

Set up automatic notifications for citizens and staff or send them manually.

Instant Notification Upon Submission

Instant confirmation of submission to the resident via push notification (with companion mobile app), email, text, or voice call.

Reporting

Scheduled Reporting

Deliver reports to staff inboxes automatically on a daily, weekly, monthly, or annual schedule.

Interactive Charts

Hover over chart elements to see display values or quickly apply filters on demand.

Open & Transparent Government

Embed reports and charts on your website, with real-time data updates to support open and transparent governance.

Real-Time Data Analysis

Monitor service volume, response time, completion status, and more at a glance and in real time from your customized reporting dashboard.

Citizen

Experience

Branded App

The branded mobile application, Citizen Branded App, empowers residents to quickly access information and report issues directly from their mobile phones. Highly customizable with endless widget options, the app is available on iPhone and Android. It allows residents to self-help from the palm of their hand while staying informed about their requests every step of the way.

With the Citizen Branded App residents can:

Track the progress of their requests.
Receive push notifications for status changes or updates.
Choose to receive notifications via SMS, email, or voice when setting up an account.

Notifications and Notices

The Notices feature enables municipalities to keep residents informed about emergent events, such as road closures or community announcements. Notices can be targeted to ensure delivery to those most affected by the information.

Key capabilities include:

Real-time push notifications.
Urgent Notices displayed prominently.
Internal Notices for call-taker use only.
Geographically targeted alerts.
Custom publish and expiration dates.

Citizen Portal

Interactive Dashboards and Reports

RME’s Advanced Reporting and Citizen Request Management system empowers municipalities to share data and enhance transparency. By integrating interactive dashboards into the Citizen Portal, you can create a one-stop shop for transparency and open-data needs.

Key features include:

Interactive charts and live maps showcasing service requests, statuses, and outcomes.
Data presented in meaningful, easy-to-understand visuals.
Tools to increase trust, civic engagement, and community belonging.

Empower and Engage Your Citizens

With RME, municipalities can:

Present visual stories through interactive reports.
Share data that fosters accountability and transparency.
Provide a centralized hub for citizen engagement and information.

Features

Custom Branding.
User Profiles and Dashboards
Knowledge Base Database (FAQs)
ADA Compliance and Translation
Notices and Announcements
Mass and Push Notifications
Endless Widget Options

Request Management Enterprise is designed to help municipalities of all sizes build stronger relationships with their constituents while maintaining operational excellence. From intuitive interfaces to robust reporting tools, RME is your partner in delivering exceptional public service.