Service Request Management System for Citizen Service Requests for Municipal Issues with Automated Routing and Status Updates
An automated system allowing citizens to submit, track, and manage service requests for municipal issues with automated routing and status updates.
Reduced resolution times through automated routing and efficient workflow management.
Enhanced transparency with real-time status tracking and automated notifications.
Improved service quality through systematic tracking, analytics, and performance monitoring.
The Idea Behind the Project
An automated service request management system that allows citizens to submit, track, and manage service requests for various municipal issues including potholes, streetlights, waste collection, and other municipal services. The system features automated routing, status tracking, and workflow management.
The platform enables citizens to submit requests through multiple channels, track request status in real-time, and receive updates on resolution progress. With automated routing to appropriate departments, workflow management, and comprehensive analytics, the system helps municipalities improve service delivery, reduce response times, and enhance citizen satisfaction.
Project Challenges
The client needed an automated system to manage citizen service requests efficiently.
Main challenges:
• Manual handling of service requests causing delays
• Difficulty in tracking request status and resolution
• Lack of automated routing to appropriate departments
• Inefficient workflow management for service requests
• Need for better visibility into request processing and resolution
Provided Solutions
Automated Request Routing
We developed an intelligent routing system that automatically assigns service requests to appropriate departments based on issue type, location, and department capabilities.
Workflow Management System
We built a comprehensive workflow management system with automated processes, approval workflows, escalation rules, and resolution tracking.
Real-Time Status Tracking
We created a real-time status tracking system that enables citizens to monitor request progress and receive updates throughout the resolution process.
Analytics and Reporting
We implemented comprehensive analytics and reporting capabilities that provide insights into request volumes, resolution times, department performance, and service quality metrics.
Key Features Overview
Request Submission
Multiple channels for citizens to submit service requests including web, mobile, and phone with photo uploads and location mapping.
Automated Routing
Intelligent routing system automatically assigning requests to appropriate departments based on issue type and location.
Status Tracking
Real-time status tracking enabling citizens to monitor request progress from submission to resolution.
Workflow Management
Automated workflow management with approval processes, escalation rules, and resolution tracking.
Notification System
Automated notifications keeping citizens informed about request status updates and resolution progress.
Analytics Dashboard
Comprehensive analytics providing insights into request volumes, resolution times, and service performance metrics.