Citizen Request311 solution from Catalis
Catalis' Citizen Request311 is a cloud-based 311/CRM solution designed for municipalities of all sizes that streamlines public service request management through an intuitive interface, intelligent task routing, real-time updates, automation tools, and features like customizable views, interactive issue maps, bulk editing, and knowledge base access, enhancing transparency, accountability, and citizen engagement as demonstrated by Evanston's platform upgrade.
Leading 311 Citizen Request Management Solution
Our 311/CRM solution provides staff with tools to efficiently handle public requests, ensuring accountability and high service standards. Residents can report non-emergency issues with two-way communication, staying informed throughout the process. The solution is suitable for municipalities of all sizes seeking better transparency with their constituents.
Streamlined Solutions for Staff and Citizens
Users of all technical levels can easily navigate the CRM interface. The cloud-based software allows staff to manage multiple tasks from a single browser window.
Enhancing Call Centers and 311 Initiatives
- Unified view for handling requests, accessing knowledgebase articles, and tracking submissions
- Insights into the issue resolution process
Streamlining Service Requests
- Intelligent routing system for task prioritization
- Performance tracking for accountability
Product Guided Tour
Catalis Request311 helps municipalities modernize public service delivery with real-time updates and automation tools. It is designed to boost efficiency, transparency, and citizen satisfaction, making it easy to manage, track, and respond to service requests from start to finish.
Customer Spotlight: Evanston 311 Platform Upgrade
Explore Evanston’s 311 platform upgrade journey and see the impact of technology on citizen engagement and city services.
Most Popular Program Features
- Customizable request views: Create and save custom views for different service types, areas, status, and more.
- Issue Map View: Interactive map to identify geographic patterns and hot spots.
- Bulk Edit/Update: Update or close multiple related requests at once.
- Easy Service Request Entry: Intuitive interface for both residents and staff.
- Reassign, Update, and Close Requests: Workflow automation and end-to-end management with detailed request history and communication.
- Access to Knowledge Base: Articles for FAQs, policies, and resources to reduce inquiries.
- User Notices: Notifications about emergent situations or hazardous conditions for residents and staff.
Routing, Updates, and Notifications Automation
Catalis Request311 features advanced automation for routing and escalations, ensuring prompt issue resolution. Automatic email updates keep everyone informed about request progress. Staff can trigger notifications with a simple checkmark, and responses can be automated across multiple channels (robocalls, texts, tweets).
Customize and Automate
- Automated Routing: Assign requests to the correct staff instantly.
- Branded Emails: Customize notification emails to match municipal branding.
- Custom Text Responses: Share updates via SMS.
- Custom Robo Call Responses: AI-generated voice calls.
- Surveys: Gather public feedback on request types, with results stored for service improvements.
- Automatic & Manual Notification Options: Set up automatic or manual notifications.
- Instant Notification Upon Submission: Confirmation via push notification, email, text, or voice call.
Reporting
- Scheduled Reporting: Automatic delivery to staff inboxes on set schedules.
- Interactive Charts: Hover and filter for detailed data.
- Open & Transparent Government: Embed real-time reports and charts on websites.
- Real-Time Data Analysis: Monitor service volume, response time, completion status, and more from a dashboard.
Citizen Experience
Branded App
The Citizen Branded App allows residents to access information and report issues from their mobile phones. It is customizable and available on iPhone and Android, enabling residents to self-help and stay informed about their requests.
With the Citizen Branded App, residents can:
- Track request progress
- Receive push notifications for updates
- Choose notification preferences (SMS, email, voice)
Notifications and Notices:
- Real-time push notifications
- Urgent and internal notices
- Geographically targeted alerts
- Custom publish and expiration dates
Citizen Portal
Interactive Dashboards and Reports
Request311’s reporting and management system allows municipalities to share data and enhance transparency. Interactive dashboards in the Citizen Portal provide a centralized hub for open-data needs.
Key features:
- Interactive charts and live maps
- Easy-to-understand visuals
- Tools for trust, civic engagement, and community belonging
With Request311, municipalities can:
- Present visual stories through reports
- Share data for accountability and transparency
- Provide a centralized hub for engagement and information
Additional Features:
- Custom Branding
- User Profiles and Dashboards
- Knowledge Base Database (FAQs)
- ADA Compliance and Translation
- Notices and Announcements
- Mass and Push Notifications
- Widget Options
Catalis Request311 helps municipalities build stronger relationships with constituents while maintaining operational excellence.
ESRI Integration
Catalis Request311 integrates with Esri ArcGIS Online and ArcGIS Enterprise, bringing map-based intelligence into the service request process. This connection improves routing, reduces manual work, and gives staff better visibility into each issue’s location and context.
Integrations
Catalis Request311 offers an open API for integration with other software solutions, including Catalis Work Order Management and Inventory Management, as well as partnerships with other companies.
Customer Spotlights
City of Rochester, MN
Modernized capabilities, tracked responsiveness, and aggregated engagement data for service improvements.
City of Lakewood, NJ
Selected for flexibility, ease of use, and citizen engagement features. Improved accessibility and streamlined request tracking.
Village of Chatham, IL
Chosen for flexibility, user-friendly configuration, and ability for residents to track requests and receive updates.
City of Somerville, MA
Implementation led to a fivefold increase in survey responses, providing deeper insights into constituent satisfaction.
City of Goodyear, AZ
Streamlined management and tracking of resident requests, improved efficiency and response times, and enhanced reporting and routing.
St Clements
Transitioned from paper agendas to a fully electronic process, improving efficiency and transparency. Request Management Enterprise (Request311) centralized resident requests, automated routing, and kept people updated.
Contact
For inquiries about municipal project needs, use the contact form to reach out to Catalis.
Related
Community Trust with Citizen Request Management Software
Modern citizen request management software enhances municipal transparency and accountability by enabling real-time tracking, proactive communication, open-data access, and self-service options for residents, thereby strengthening community trust and civic engagement.
Integrated Citizen Request Management Software
Integrated citizen request management software centralizes and automates municipal service requests across departments, breaking down silos to unify workflows, improve accountability, speed up issue resolution, and create a more connected, citizen-focused government.
311 Centralization: One System of Record for Service Requests
The article discusses how modern municipal 311 software centralizes service requests from various channels into a single system of record, enhancing accountability, coordination, and transparency for local governments by replacing fragmented tracking methods with a unified workflow from submission to resolution.
Hardee County, FL Modernizes Citizen Engagement
Hardee County, FL has implemented Catalis Request311, an online service request management platform that enables residents to submit and track service issues in real time, thereby improving transparency, streamlining workflows, reducing administrative burdens, and enhancing the efficiency of county staff responsible for maintaining public infrastructure.
Mobile-First Citizen Request Management for Governments
The article emphasizes that mobile-first citizen request management software enables governments to provide accessible, equitable, and convenient 24/7 services through mobile apps and portals—featuring multilingual support, ADA compliance, self-service options, real-time notifications, and interactive maps—thereby modernizing municipal service delivery to meet the expectations of a digitally native population.
Operational Reality Facing 311 Teams in 2026
By 2026, 311 teams face an operational reality marked by rapidly increasing and more complex community service requests driven by residents' digital expectations, while contending with persistent staffing shortages and budget constraints, necessitating advanced, integrated 311 software systems to centralize information, standardize workflows, and improve interdepartmental coordination to maintain service quality despite limited resources.