Responsive 311 CRM Software for Government
CivicPlus® provides a one-stop tool to receive, track, and respond to resident service requests.
Your 311 CRM System Should Streamline Resident Service Delivery
Does your 311 CRM software allow you to communicate with residents in real time?
Does your CRM software for government provide a convenient mobile interface to submit requests?
Does your 311 service request management software provide a customizable experience for residents?
Do you want to know the status of every request — instantly?
Looking for a better way to manage resident inquiries and improve civic experience? Leverage our citizen request management software as a standalone integration or in combination with our gov tech solutions.
Download Software OverviewBenefits of Our Government 311 CRM Solution
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Efficient Request Resolutions
Get 10X return on investment with online request services for residents and workflows for staff on their preferred device, anywhere in the community.
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Real-Time Communication
Ensure swift issue resolution and enhance overall user satisfaction with seamless and immediate interactions between residents and staff.
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Customizable Experience
Track and manage all service request and community inquiry correspondence specific to each resident for more personalized interactions.
Features to Improve Resident Request Management
Automated Issue Routing
Route and assign service requests based on location and category.
Duplicate Management
Automatically detect duplicate requests before they're submitted.
Omnichannel Inbox
Receive and respond to resident feedback from a single, centralized hub.
Two-Way Communications
Respond to residents with status updates or follow-up questions.
Internal Commenting
Discuss resolutions internally with team members without public visibility.
Report Card Monitoring
Assess reported issues and how you're performing against service level agreements.
About Our 311 Service Request Software
Our 311 CRM solution enables your residents to report non-emergency issues, share feedback, and request information about your community. For your staff, our software powers efficient and frictionless workflows. As a result, you can collaboratively create a stronger community.
4.5+ star app rating on Apple, Google Play, and Capterra
750,000+ total resident downloads
1.5 million resident requests resolved in 2022
Resident Request Software Success Stories
From small rural counties to large metropolitan cities, we’ve got you covered.
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Read the case study
Debdulal Bagchi
Deputy Director - Digital Services, City of Syracuse
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We are making great strides toward becoming a digital community to better serve our residents. The addition of the Newark Connect application will empower residents to access government services through their smartphones and enhance our efficiency. Stronger use of technology is helping us create a safer, more collaborative and empowered Newark.
Read the case study
Ras Baraka
NJ Mayor
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Before [SeeClickFix 311 CRM], if a resident had a request or concern, they’d come into City Hall, call, or email. We were risking requests getting lost in the mix. In addition, we didn’t have a dedicated funnel to receive and distill inquiries. [SeeClickFix 311 CRM] has since become the vehicle for complaints management.
Read the case study
A City Representative
Tavares, FL
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During a storm event, when staff is sitting in our emergency operations center looking at [311 CRM] issues coming in, we use the data to triage requests and walk high-priority ones over to emergency management staff.
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David Flintom
Director of the City of St. Petersburg, Florida Mayor’s Action Center
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The beauty of [the 311 CRM tool] is if you’ve got the app, it geolocates you and will instantly let you know if you’re in our jurisdiction, or somebody else’s. It helps educate a resident about where they’re standing in relation to who handles it, giving them the power to easily report and notify the right people. On the other side, it gives park staff a greater level of efficiency.
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Eli Brownell
Parks Communications Specialist for King County Parks
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I think public works directors are looking to try to figure out a way to branch between their roads and their traffic and their sewer and stormwater. At least here, that was our goal. We wanted one unified system.
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Angela Gallardo
Kitsap County Public Works Stormwater Division Program Manager
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We wanted to be able to connect residents directly to the staff that were going to address their concerns so issues could be resolved as quickly as possible. We needed a tool to help us achieve our goals and meet our responsibilities.
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Kevin Louis
Public Works Director
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There will always be system limitations, but SeeClickFix 311 CRM stood out as a platform that could grow alongside Hamilton and serve the community well.
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Bianca Jerez
Chief of Staff, Township of Hamilton, NJ
Request Management Made Easy with 311 CRM
Reduce calls with a mobile app and tools that let residents report issues on the go.
Increase community engagement by involving residents in dialogue.
Key Integrations with 311 CRM
Municipal Websites
Integrate non-emergency service requests into your website for increased convenience to residents.
Community Development Software
Empower your team to receive and respond to permit and code enforcement requests.
Mass Notification System
Reach your residents through as many channels as possible to keep them informed and safe.
Top Resources to Improve Community Relationship Management Projects
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BlogEleven Innovative Ways to Use Your 311 and CRM To Better Serve Your Residents
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BlogEnhance Your Civic Experiences With Our 311 CRM and Community Development Software Integrations
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BlogGive Neighbors a Safe Way to Report Illegal Firework Use with Your 311 and CRM
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BlogHow to Engage Your Community with Parks and Recreation through 311 CRM Software
Frequently Asked Questions
Is CivicPlus' 311 CRM solution previously known as SeeClickFix?
Yes, the SeeClickFix solution has been renamed to CivicPlus 311 CRM. You will continue to see the SeeClickFix name in the software application and in some promotional materials for a short period.
What is a 311 service request?
A 311 service request refers to a system or hotline provided by a city or local government to report non-emergency issues or to request city services. The number 311 is often designated as a non-emergency alternative to the emergency number 911, which is reserved for urgent situations.
Examples of non-emergency services include reporting potholes, making noise complaints, or requesting information about city services such as garbage collection or street sweeping. The goal of the 311 service system is to provide a centralized, convenient way for residents to communicate with their local government and get issues addressed.
Read our blog post to uncover innovative ways to use your 311 system to serve your community better.
How can residents submit a 311 service request through CivicPlus’ 311 CRM solution?
Residents can submit service requests on their phone through the mobile app, on their computer through the web portal or chatbot or phone call. In this case, government staff can use our solution’s call-taker interface to input the caller’s request. With our multi-channel citizen request management system, residents can choose the method they prefer. All requests will be funneled to one omnichannel inbox, regardless of submission type, to be managed by government staff.
Can 311 requests be canceled?
Yes, a 311 request can be canceled. If a resident tries to submit a duplicate request, the resident will be invited to follow the open request rather than creating a new one.
Struggling to Manage Resident Inquiries?
Request a consultation with one of our CRM software experts to learn more about the pricing, features, integration and implementation.
We transitioned to CivicPlus last year. Now we can record immediate results. We are receiving approximately 10,000 requests every quarter.