Citizen Service Request Routing
A done-for-you public sector automation built for the 311 Service Coordinator, connecting Twilio so the work below happens on its own.
What this automation does, step by step
When a resident submits a service request, a pothole, a streetlight outage, a code violation, this automation automatically routes it to the correct department based on category and location, and sends the resident a confirmation with a tracking number and expected resolution timeframe.
Requests stop getting misrouted or lost between departments.
- A 311/CRM system
- Zapier or Make.com
- Twilio or email
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
The manual version of this puts the entire workload on a 311 service coordinator, who has to juggle phone calls, emails, and spreadsheets just to keep things moving. None of it is difficult, it's just slow, repetitive, and easy to fall behind on.
With this automation
- Status updates triggered by real milestones in your systems
- Support requests routed to the right owner with full context
- Escalations when a response deadline is about to slip
- Fewer inbound status calls for your front desk
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