Listen to your Citizens at Scale!

Introducing MuniPaaS 311, a pre-built / pre-configured Customer Service Management system built for Towns and Cities. Deliver all the outcomes a citizen-facing department needs to "Close the Loop" on Citizen needs, integrate divisional systems, drive efficency to your back-office and report to senior management and council. Allow Citizens to create:

  • Service Requests & Issue Reports
  • Payments
  • License Applications
  • Permit Applications
  • Enforcement Reports & Complaints
  • General Inquiries
  • Feedback
  • Appointments
Multi Channel Intake

Receive requests for service from your Citizens from their channel of choice, in an easy to use interface. Accept Service Requests via Inbound Email, SMS, Social DMs, Web Forms, Phone Calls, Referrals and ChatBot conversations.

Chatbots & KnowledgeBase

Educate Citizens about city services, allow Citizens to search a Knowledge Base to get answers to common questions fast. Give ChatBots to citizens to help navigate the website and get solutions via any channel without an agent.

GIS & Mapping Integration

Already fully integrated to your existing GIS mapping software, we allow Citizens to select Assets and Points on a Map when reporting issues. Map all your requests and perform geospatial analysis of issues.

Automated Workflow

As citizens create Service Requests, MuniPaaS coordinates all the work to be performed in the office and in the field. Automate Work Orders to your divisions using the Type of Request and Location to determine the best team to assign.

Notifications & Newsletters

Keep citizens updated with regular notifications during a Service Request lifecycle and keep citizens informed of issues that may impact them proactively Use generic or custom message templates specific to the Service Type and Channel.

Reports & Dashboard

Monitor any data on the platform using a series of prebuilt and custom reports. Check the pulse of the municipality and your service delivery of your organization in real-time. Export reports and allow subscribers to receive key metrics in their inbox on a frequent basis.

Service Manager Administration

Take control of service delivery and online content with easy to use tools to help Service Managers create and modify Contacts for Online Portals, Service Type specific questions, Workflows, Messaging Templates and much more.

Customer Satisfaction

Close the loop on all your services by sending Service Request Closure Surveys to your citizens. Measure your customer satisfaction by department and improve services using real-time metrics.

MuniPaaS 311 is packed full with features!

Our solution, is housed on the Salesforce platform. So not only do we provide the valuable features above, but the following utilities come as standard as part of the platform and implementation:

  • Configurable Email Templates and SMS Messaging
  • Task Management, Long Term Case Management for Seasonal Fixes
  • Centralized Knowledge Publishing and Content Libraries
  • Slack/Chatter Internal Collaboration
  • Trending Analysis, Real-Time Reporting and Dashboards
  • Office 365 Connector
  • Self Service Portals with Online Forms and Search Public Knowledge Base  
  • Outbound Email Marketing and Journey Builder*

* Available at additional cost based on usage

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