MuniPaaS for 311 & Customer Service

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

In a single, consistent interface which has the following capabilities

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 KnowledgeBase 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 tools to help Service Managers create, modify Contact 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.

Contact us for a Demo

Schedule a Demo

MuniPaaS 311 is packed full with features!

Our solution, is housed on the Salesforce platform. So not only we 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