311 Omni-Channel Citizen Intake

311 Omni-Channel Citizen Intake brings requests from phone, web, mobile app, email and monitored social media into one queue, places each one on the map, and routes it to the department and crew responsible. Work orders go to Public Works and other departments, and residents are told when their request is received, assigned and closed. Supervisors see open work by location, type and age, and every request keeps its full history.

The problem it solves

Most cities take service requests in several places at once: a call center, a web form, a mobile app, emails to council offices and posts on social media. Each channel has its own list, the same pothole is reported five times, and requests are re-keyed into departmental work order systems by hand. Residents rarely hear what happened, so they call again, and managers cannot see where requests are piling up or how long each department takes to close them.

Who it’s for

• 311 and customer service center managers and agents
• Public Works, sanitation, transportation and code enforcement departments
• City and county managers and performance staff
• Council offices that receive requests from constituents
• Residents, who submit requests and follow them to closure

1. IntakeRequests from every channel arrive in one queue in a common format, with the location placed on the map and the request type chosen from your service catalog.
2. RouteRouting rules use the request type and location to send each request to the department, district and crew responsible, and create a work order where the department uses its own system.
3. WorkCrews see their assigned requests on a map on a phone or tablet, record what they did with photos, and close the request or pass it back with a reason.
4. Close the loopResidents are updated as their request moves, and managers see open work, ageing and outcomes by type, department and area.

One queue for every channel

Phone, web, mobile app, email and monitored social media requests in the same queue, each marked with the channel it came from.

Service catalog

Request types with their own questions, routing, target times and resident-facing descriptions, maintained by your staff.

Map-based intake

Locations checked against your GIS address points and boundaries, with map pins for places without an address.

Duplicate detection

Open requests of the same type nearby are shown at intake, so a new report can be linked to an existing one instead of creating new work.

Routing rules

Requests sent to the right department, district and crew by type and location, with manual reassignment recorded.

Work order handoff

Work orders created in the department's own work order or asset management system, with status flowing back to the request.

Agent workspace

Call center agents search existing requests, create new ones, and answer common questions from a knowledge base on one screen.

Crew mobile view

Crews see assigned requests on a map, record work and photos, and close requests from the field, including where coverage is poor and work is synced later.

Resident updates

Residents choose to receive updates by email, text or app notification when their request is received, assigned and closed.

Public request map

An optional public map of open and recently closed requests, showing only the details you choose to publish.

Multilingual intake

The web and app forms and resident messages can be offered in the languages you configure, with interpreter use recorded on phone requests.

Performance views

Open requests, ageing and time to close by type, department and district, for supervisors and managers.

Call center agent

Takes requests by phone and other channels, checks for duplicates and answers status questions

Department dispatcher

Receives requests routed to their department and assigns them to crews

Field crew

Works assigned requests in the field, records what was done and closes them

311 supervisor

Manages the queue, routing and service catalog, and reviews ageing work

Performance analyst

Reports on volumes, ageing and outcomes without changing requests

Council office staff

Submits and follows requests on behalf of constituents in their district

Telephony and contact center

Calls to 311 open the agent workspace with the caller's number, and the call is linked to the request where your phone system supports it.

GIS

Address points, parcels, districts and service boundaries are read from your GIS to validate locations and drive routing.

Work order and asset management

Work orders are created in the department's work order or asset management system, and their status flows back to the request.

Open311 GeoReport v2

Requests can be submitted and read through the Open311 GeoReport v2 standard, so third-party apps and other tools can connect.

Email and text messaging

Resident updates are sent through your email service and a text messaging provider, only to residents who opted in.

Social media monitoring

Posts and messages addressed to your official accounts can be brought into the queue for an agent to convert into a request.

Single sign-on

Staff sign in through your identity provider (SAML or OpenID Connect).

Work API and open data

Request data available to your data warehouse, performance dashboards or open-data portal through the Moraph Work API.

Resident details protected

Names, phone numbers and emails are shown only to roles that need them, and never on the public map or in open data.

Staff single sign-on

Staff sign in through your identity provider, so your own password and multi-factor policies apply.

Role-based access

Each person sees requests for their department, district or channel, as their role allows.

Encryption and keys

Requests, photos and resident details are encrypted, with keys Moraph staff cannot use without explicit, time-bound authorization.

Complete audit trail

Every creation, status change, assignment and view of contact details is logged with the person and time, and cannot be edited.

US hosting

Data for US government clients is hosted only in Moraph's United States region, under the controls covered by Moraph's SOC 2 Type II report and ISO/IEC 27001 certification.

Moraph cloud

Hosted and operated by Moraph in the United States region.

Dedicated environment

Single-tenant hosting where your policies require it, scoped in the proposal.

Phased by department

Start with the departments that receive the most requests, such as Public Works and sanitation, and add others in later phases.

With a managed service

Optionally run with a Moraph managed service for service catalog changes, integration monitoring and platform administration.

Service catalog design

We work with your 311 team and departments to define request types, questions, routing and target times. We need your current request lists and each department's contact.

GIS connection

Address points, districts, service boundaries and relevant asset layers are connected from your GIS and checked for coverage.

Channel setup

Phone, web, mobile app, email and social channels are connected, and the web form and app are branded and tested for accessibility.

Work order integration

Connections to departmental work order and asset systems are built and tested with each department's own data.

Data migration

Open requests are migrated from your current systems, and history is migrated or linked where the source data allows.

Training and launch

Agents, dispatchers, crews and council offices are trained on their own tasks, and departments can go live in stages.

• It is not a 911 or emergency dispatch system. Emergency calls must continue to go to 911, and the forms tell residents so.
• It is not a telephone system. Calls are handled by your existing phone or contact center platform, which is integrated.
• Status updates depend on departments recording progress. Where a department's own work order system is used, updates arrive as that system reports them.
• Social media monitoring covers posts and messages addressed to your official accounts; it does not scan general public conversation.
• Location validation is only as good as the address and boundary data in your GIS, which your GIS staff maintain.
• Text message updates are sent only to residents who opt in, through a messaging provider under your agreement or Moraph's.
• Duplicate detection suggests likely matches; staff decide whether to link them.
• Translations of forms and messages into additional languages are provided by you or a translation service you choose.

• Submit the same pothole through phone, web and the app and see how the duplicates are handled
• Route a sample request to a department and follow it to a work order in that department's system
• Close a request as a crew on a phone and check what the resident receives
• Check location validation against a few difficult addresses from your own GIS
• Ask a council aide to find the open requests in their district
• Review which roles can see a resident's contact details and confirm it matches your policy