# Making government accessible, responsive, and transparent.

## Accela's Service Request Management Civic Application fosters greater community engagement

- Delivers a branded, mobile, and web-based application that helps governments facilitate customer relationship management
- Allows seamless integration with any existing Civic Application(s) you use, allowing for cross departmental integration
- Provides increased efficiency and effectiveness for agencies to process and resolve any issues in their communities
- Enables users to submit requests on any device from anywhere, add pictures and details to those requests, and track the status of each request

## Benefits

### Improve Resident Engagement

- A branded and “consumer-like” experience for residents
- Community members can easily make requests for services, and access information on events, landmarks, and other civic services information including:
  - Trash pickup schedules
  - 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 decreases government spending by reducing time and resources required to manage non-emergency requests
- When residents 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 managed by the correct department
- Two-way synchronization for close tracking and management
- Tasks can be assigned easily based on request type and even geographic boundaries
- Ensures service requests are not dropped and all parties have complete transparency with real-time status updates

### Create Stronger Communities

- More efficient processing for non-emergency resident requests
- Provide cleaner, safer, and more livable communities
- Residents are more likely to expose issues, improving the quality of a community by connecting with government easily

## Features

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

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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.

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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.

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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.

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

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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.