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311 Citizen Request Management Solution

Want the 311 on how to get a robust 311 call center software package? You are in the right place. Our 311 Citizen Request Management software handles the multitude of requests received by City, County and State government. Built on a Microsoft Dynamics CRM platform, 311 Citizen Request Management is easily integrated with existing systems including: GIS, streets and roads databases, and telecom to provide a robust solution that manages a request from beginning to resolution.

Eskel Porter’s 311 Citizen Request Management Solution tracks complaints and inquiries centrally for all departmental divisions to improve constituent service by giving employees greater access to all records and providing executive management reporting on the status of calls. Call center personnel can easily locate case records associated with any given contact record through a single government CRM user interface making it easier for call center agents to respond quickly.

The 311 Citizen Request Management software includes:

• Online Citizen Portal
  • Online submission of Citizen request
  • Auto assigns tracking number
  • Online updates on request status
• Request Routing & Workflow Management
  • Centralize & Track service requests
  • Auto alerts by request type
  • Automated workflow, routing to specific department
  • Track status and tasks for completion
  • Integrated Geospatial Information, Work Orders, Shore Tel, etc.
• Citizen Information Repository
  • Single 360 degree view of the citizen
  • Historical information about prior interactions
  • Reporting on critical issues resolution

Powered by Microsoft Dynamics CRM, Eskel Porter’s Citizen RequestManagement / 311 software allows call center team members to enter and access data easily, create new constituent records, and route requests to other divisions automatically for resolution. Microsoft Dynamics CRM allows agencies to consolidate complaint tracking; simplify business processes with robust reporting tools; and better management of the number of complaints, type of call, responses and resolutions. This solution is available either on-premise or in-the-cloud.

If you are federal, state or local government looking for a way to improve automation, decrease costs and serve the public, contact Eskel Porter today! You can reach us at info@eskelporter.com or 916-492-1212.

Eskel Porter Consulting Inc. 723 S Street Sacramento, CA 95811 info@eskelporter.com Eskel Porter. Great People. Great Solutions.