Engagement & communications
311 / Service Requests
From pothole report to fixed — with the resident in the loop.
Residents report problems with a photo and a pin on the map, from the web, the app, or a simple text message. The request routes to the right crew automatically, and the reporter gets a bilingual update at every step until it's closed.
The challenge
Service complaints arrive by phone, Facebook, and a stop at the counter — then live on sticky notes. The resident never hears back, so they report the same pothole three times or assume nobody cares. Staff can't see what's open, what's stuck, or what keeps breaking.
In practice
A flooded street at 2 a.m.
After a storm, a resident reports a flooded intersection at 2 a.m. — in Spanish, with a photo and her location, from her phone. The request routes itself to the public works queue. At 6 a.m. the crew chief sees it on the dispatch board, assigns a crew, and the resident automatically gets a Spanish text: received, assigned, on the way.
When the crew clears the storm drain, they close the request from the field and the resident gets the final update — also in Spanish. Three streets over, the same culvert shows up four times in the analytics, which is how it makes next year's drainage budget.
What it does
- 01
Photo + GPS reporting
A picture and a map pin say more than a phone description — and land in the queue already located.
- 02
Automatic routing
Each request type routes to the right department and queue without a human dispatcher in the middle.
- 03
Status the resident can see
Received, assigned, in progress, resolved — visible to the reporter the whole way.
- 04
Bilingual follow-up at every step
Every status change notifies the resident in their chosen language, automatically.
- 05
Staff queue and dispatch
Supervisors see open work by type, age, and location, and assign crews from one board.
- 06
Report by text message
No app and no account required — residents can open a request with a simple SMS.
- 07
Designed to coexist with SeeClickFix
Designed so an existing SeeClickFix deployment can run alongside while you transition.
- 08
Analytics that drive budgets
See what breaks, where, and how often — evidence for council when budget season comes.
How it works
A resident reports
Web, app, or SMS — photo, location, and a description in English or Spanish.
The request routes itself
Category rules send it to the right department's queue and notify the reporter it was received.
Crews work the queue
Supervisors dispatch, field staff update from the truck, and every change is audited.
The loop closes
The resident gets the resolution in their language, and the data feeds your maintenance analytics.
English and Spanish
Bilingual by design
Residents submit requests in English or Spanish, and every outbound follow-up — received, assigned, in progress, resolved — goes out in the reporter's chosen language. The staff dispatch board stays English-first.
Premium AI add-on
CiVQ AI: from photo to the right queue
CiVQ AI reads an incoming report — photo included — and categorizes and routes it to the right department before a dispatcher touches it. It also drafts the bilingual status updates as the work moves, so the resident hears back in their language without staff writing the same message twice.
Who it's for
Get started
See CiVQ in your language.
Book a 30-minute walkthrough with our team in Rio Grande City. We'll tailor it to your city, county, or district.
Bilingual support included at every tier.