Module
311 Citizen Service Requests
311 Citizen Service Requests captures requests from residents, routes them to the right department and tracks them through to resolution. Because it is part of mERP®, a request can become a work order, link to a property or reach the right people without leaving the platform.
What it does
- Capture citizen service requests
- Route requests to the right department
- Track every request through to resolution
- Turn requests into connected work across mERP
Works with
311 connects to Work Management, Land Management, ePermitting, People Management and Financial.
Key capabilities
- Intake of resident requests and complaints across channels, from potholes and missed pickups to noise and property-standards issues
- Categorization and routing to the responsible department automatically
- Conversion of a request into a work order or an enforcement file without re-entry
- Status tracking and updates back to the resident through to resolution
- Linking of each request to the property and location it concerns
- Reporting on request volumes, response times and recurring issues for service planning
How it connects
311 is the intake point that hands work to the rest of mERP: an operational request becomes a Work Management work order, a bylaw or property issue opens an enforcement file in Land Management, and a permit question can point to ePermitting. Because the request stays linked to the work order, the property and the staff handling it, the resident can be told the real status and managers can see where requests turn into completed, costed work.
Built for Canadian municipalities
311 reflects the service-request and complaint workflows Canadian municipalities run and the accountability expected for responding to residents. Resident data is held under PIPEDA and provincial privacy law, and the system is built, supported and hosted under Canadian jurisdiction, keeping citizen-service records sovereign.
Citizen requests stay connected to the work that resolves them — in one Canadian-hosted platform.