Local and state governments use citizen request management software to manage the influx of constituent requests for non-emergency services. Often known as 311 services, these requests can include: basic information requests about city services; reporting graffiti, broken streetlights, or potholes; building violation complaints; requests for tree trims or sewer line inspections; and other services. Most modern citizen request management solutions offer both web-based portals and mobile apps for citizens to submit requests, with some products also allowing ticket creation directly from Twitter and related social media.
Citizen request software is predominantly used by public works departments, and these tools turn service requests into actionable tickets that are flagged to the appropriate field staff. They are useful in automating process workflow, ticket queues and priority, and start-to-finish visibility into service requests. Requesters can receive ongoing notifications regarding their case, and communicate as needed with agency staff. These tools utilize GIS software and document attachment functionality for citizens to provide detailed information with their requests, such as photos of the damaged property or the violating establishment. Agency staff can then use this service data to monitor trends in their locale and identify any needs for additional resources, all while improving their customer service and citizen engagement.
To qualify for inclusion in the Citizen Request software category, a product must:
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Verint® Case Management Professional™ is a cloud-based service that enables two distinct use cases for two distinct markets - Citizen Engagement and CCaaS. Citizen Engagement Verint® Case Management
