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311 Citizen Engagement

Success
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July 30, 2024
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creating a safer and happier community by transforming a city’s 311 system

Users and Audience

The 311 System built by StackNexus addresses the needs of all people ages 18+ who live in the city’s district and would like to report issues they come across such as potholes, graffiti, and more. StackNexus also created an AI Integration that allowed citizens to use their smartphones to auto-tag and measure the objects of their report for quicker response times.

Problem

The client was looking to have a 311 system built and implemented for the city but did not have a previous or existing system in place. While the client’s city did possess a city-specific app, it was significantly limited in the features and services it provided and was running on outdated technology.
The client’s existing service request process required citizens to call in and report issues or concerns. However, due to a lack of a dedicated 311 Call Center, callers would be redirected multiple times and wait for great lengths of time before getting ahold of the right department. Furthermore, the city’s request handling process was channeled through different systems and applications as well as paper processing, leading to a lack of organization. As a result, the city had various inputs for the same issue and was unable to track requests and complete them in a timely manner.
Solutions

In collaboration with the client, StackNexus implemented an end-to-end 311 platform that provides a centralized location for all service requests, inquiries, and other resources that are available to the citizens on the platform or device of their preference.

Some key features of the solution include the following:  
 
Public Portal
A self-service platform that allows citizens to submit service requests, schedule appointments, pay utility bills, access FAQs, and explore city resources.  

Chat Bot
On-demand assistance that allows users to create requests, track their request status from inception to completion, or be transferred to an agent.  

Social Media Engagement
Integrated the city’s social media pages for automated case creation across X (formerly Twitter), Facebook, YouTube, and more.  
 
Mobile App
Created a mobile version of the comprehensive 311 system platform that is compatible with all smartphones regardless of their software.  

Impact

The 311 system that StackNexus and the client worked on implementing has had a noticeable impact on the city and the quality of life and satisfaction of their citizens.

By creating a dedicated 311 app for the client’s city, citizen users are now able to easily use their smartphones, regardless of software, to place requests. Moreover, StackNexus’s developed AI tool elevates the 311 experience for users by identifying and auto-tagging issues through photos taken by users to automatically submit a request and provide all the details necessary.

The AI tool has been well regarded by users and the client’s team for its ability able to measure the size of potholes and auto-tag request locations for enhanced resolution times while tracking the progress of each submittal and notifying users upon completion.

According to the client, the internal 311 system built has significantly streamlined and organized the request tracking and resolution process and has led to the implementation of a dedicated 311 team. Now that requests have transferred from a paper-based system to the digital platform built with StackNexus, the client has reported an increase in request tracking, organization, and efficacy.

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