311 Omni-Channel Citizen Intake

Principal workflows

• Intake: Requests from every channel arrive in one queue in a common format, with the location placed on the map and the request type chosen from your service catalog.
• Route: Routing rules use the request type and location to send each request to the department, district and crew responsible, and create a work order where the department uses its own system.
• Work: Crews see their assigned requests on a map on a phone or tablet, record what they did with photos, and close the request or pass it back with a reason.
• Close the loop: Residents are updated as their request moves, and managers see open work, ageing and outcomes by type, department and area.

Who uses it

• 311 and customer service center managers and agents
• Public Works, sanitation, transportation and code enforcement departments
• City and county managers and performance staff
• Council offices that receive requests from constituents
• Residents, who submit requests and follow them to closure

Reporting

• Open requests by age, department and district
• Requests past their target time
• Misrouted, returned and reopened requests
• Volume by channel and hour
• Time to close against target, by service
• District summaries for council offices

Features

• One queue for every channel: Phone, web, mobile app, email and monitored social media requests in the same queue, each marked with the channel it came from.
• Service catalog: Request types with their own questions, routing, target times and resident-facing descriptions, maintained by your staff.
• Map-based intake: Locations checked against your GIS address points and boundaries, with map pins for places without an address.
• Duplicate detection: Open requests of the same type nearby are shown at intake, so a new report can be linked to an existing one instead of creating new work.
• Routing rules: Requests sent to the right department, district and crew by type and location, with manual reassignment recorded.
• Work order handoff: Work orders created in the department's own work order or asset management system, with status flowing back to the request.
• Agent workspace: Call center agents search existing requests, create new ones, and answer common questions from a knowledge base on one screen.
• Crew mobile view: Crews see assigned requests on a map, record work and photos, and close requests from the field, including where coverage is poor and work is synced later.
• Resident updates: Residents choose to receive updates by email, text or app notification when their request is received, assigned and closed.
• Public request map: An optional public map of open and recently closed requests, showing only the details you choose to publish.
• Multilingual intake: The web and app forms and resident messages can be offered in the languages you configure, with interpreter use recorded on phone requests.
• Performance views: Open requests, ageing and time to close by type, department and district, for supervisors and managers.

Integrations

• Telephony and contact center: Calls to 311 open the agent workspace with the caller's number, and the call is linked to the request where your phone system supports it.
• GIS: Address points, parcels, districts and service boundaries are read from your GIS to validate locations and drive routing.
• Work order and asset management: Work orders are created in the department's work order or asset management system, and their status flows back to the request.
• Open311 GeoReport v2: Requests can be submitted and read through the Open311 GeoReport v2 standard, so third-party apps and other tools can connect.
• Email and text messaging: Resident updates are sent through your email service and a text messaging provider, only to residents who opted in.
• Social media monitoring: Posts and messages addressed to your official accounts can be brought into the queue for an agent to convert into a request.
• Single sign-on: Staff sign in through your identity provider (SAML or OpenID Connect).
• Work API and open data: Request data available to your data warehouse, performance dashboards or open-data portal through the Moraph Work API.

Deployment

• Moraph cloud: Hosted and operated by Moraph in the United States region.
• Dedicated environment: Single-tenant hosting where your policies require it, scoped in the proposal.
• Phased by department: Start with the departments that receive the most requests, such as Public Works and sanitation, and add others in later phases.
• With a managed service: Optionally run with a Moraph managed service for service catalog changes, integration monitoring and platform administration.

Security and privacy

• Resident details protected: Names, phone numbers and emails are shown only to roles that need them, and never on the public map or in open data.
• Staff single sign-on: Staff sign in through your identity provider, so your own password and multi-factor policies apply.
• Role-based access: Each person sees requests for their department, district or channel, as their role allows.
• Encryption and keys: Requests, photos and resident details are encrypted, with keys Moraph staff cannot use without explicit, time-bound authorization.
• Complete audit trail: Every creation, status change, assignment and view of contact details is logged with the person and time, and cannot be edited.
• US hosting: Data for US government clients is hosted only in Moraph's United States region, under the controls covered by Moraph's SOC 2 Type II report and ISO/IEC 27001 certification.

Limitations

• It is not a 911 or emergency dispatch system. Emergency calls must continue to go to 911, and the forms tell residents so.
• It is not a telephone system. Calls are handled by your existing phone or contact center platform, which is integrated.
• Status updates depend on departments recording progress. Where a department's own work order system is used, updates arrive as that system reports them.
• Social media monitoring covers posts and messages addressed to your official accounts; it does not scan general public conversation.
• Location validation is only as good as the address and boundary data in your GIS, which your GIS staff maintain.
• Text message updates are sent only to residents who opt in, through a messaging provider under your agreement or Moraph's.
• Duplicate detection suggests likely matches; staff decide whether to link them.
• Translations of forms and messages into additional languages are provided by you or a translation service you choose.

Next steps

Book a demonstration or a technical briefing at www.moraph.com/solutions/311-omni-channel-citizen-intake. Purchasing routes and company information: www.moraph.com/how-to-buy.