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Request Management Enterprise

Leading Citizen requests and 311 initiatives

Command Center for

Your Call Center

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.

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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.

Mobile Ipad App

Respond to service requests, update records, and log work directly from the field – even without a consistent internet connection.

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.

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.

Efficient Field Response

and Reporting

Say goodbye to wasted time shuttling back and forth between the office for daily assignments. Embrace a paperless workflow, enhance productivity, and expedite response times.

With the Mobile App, your staff can transform downtime into productive moments. Seamlessly manage citizen service requests right from the field using the intuitive iPad companion app. Capture and document work with ease, utilizing before and after images to showcase progress. Additionally, empower your team to raise new service requests for any issues they come across.

Real-time synchronization between the Mobile App and the connected database ensures that request data and mapping are always up to date. Office staff can easily review and provide support for any issue while staying informed about ongoing work progress at any given moment. Streamline your 311 system with our innovative in-the-field mobile solution.

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.

Powerful, interactive reporting and dashboards for staff and citizens

Tell your story and publish your information the way you want. By integrating RME Advanced Reporting and the Citizen Request Management system, you can access, reuse, and share data to enhance relationships with your staff and your citizens. RME Advanced Reporting is scalable, allowing you to create a one-stop shop for all your transparency and open-data needs.

Citizen Dashboards

Empower & Engage Your Citizens

  • Present visual stories in dashboards and interactive reports
  • Display data in meaningful and easily understood charts
  • Search and download information
  • Increase trust and civic involvement
  • Create a greater sense of community belonging

Responding & Reporting from the Field

Mobile

How much time does your staff waste going back and forth to the office to pick up or drop off each day’s assignments? Eliminate that paperwork, increase efficiency, and shorten response times.

With the Mobile iPad App companion app, you can change downtime into productive time. Allow staff to manage citizen service requests in the field, easily and quickly document the work done with before and after images, and generate new requests for other issues they notice.

Request data and mapping are updated in real-time between Mobile iPad App and its connected database. Office staff can review and assist on any issue, and know what work is being done at any time.

Mobile

On-the-Fly Response

Provide citizens the ability to reply to staff comments instantly from the companion mobile app.

"Find Near Me" Mapping

Help citizens find locations and places near them easily.

Voice to Text Commenting

Provide residents the ability to dictate comments using their smartphone’s voice-to-text capabilities.

Image Attachments

Allow citizens to snap photos or videos to include in their service request.

Service Request Entry

Residents can submit and manage their service requests conveniently from the companion mobile app.

Customized Data Collection

Configure custom fields to ensure residents provide complete and accurate details.

Connection Protection

Ability for citizens to stay connected even if there is a loss of communication.

To see an on-screen sample of interactive dashboards, please view this page on your computer.

Powerful, Interactive, Public

Dashboards

Citizen Reporting is an interactive reporting and performance data platform that plugs right into your web portal.

Using our seamless integration, your organization can leverage your data, reusing and sharing it to enhance your relationships with your staff and your citizens.

Create interactive charts around your service requests, inquiries, and concerns to show what is done and how goals are achieved.

Integrations

Have Questions?

Great Possibilities

Are Waiting For You

We’re always interested in new projects, big or small. Please don’t hesitate to use the form to contact us regarding your municipal project needs.

Learn more about the Catalis solutions that are modernizing governments across North America.