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Public WorksStandard

Service Requests

Citizens submit service requests through the portal with issue category, description, photo, and map location (GIS pinning with duplicate detection for nearby open requests). The system auto-routes requests to the appropriate department based on category and ward (via GIS ward layer lookup). Staff triage, assign, and track through resolution. SLA tracking monitors response and resolution times with countdown display. Residents receive notifications at each status change and can view real-time progress in the portal. A satisfaction survey follows resolution.

Key Capabilities

  • Citizen portal submission with photo upload and GIS location pinning
  • Automatic ward-based routing via GIS ward layer lookup
  • Duplicate detection for nearby open requests at the same location
  • SLA tracking with response and resolution time monitoring
  • Real-time status notifications to residents at each stage
  • Post-resolution satisfaction survey

Related Modules in Public Works

Work Orders

Road maintenance with PCI scoring and crew dispatch

Facilities Management

Municipal buildings, spaces, inspections, and reservations

Asset Management

GASB 34/42 compliant depreciation with CAFR reporting

Fleet Management

Vehicle lifecycle with CDL validation and TCO analytics

See Service Requests in action

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