About Accela Service Request Management
Accela Service Request Management is a service management software from Accela that facilitates engagement with citizens. It includes features such as Community, Dev Portal, Contact Us, ROI Calculator, and Building so agencies can manage requests efficiently. This solution supports government agencies in making their services more accessible, responsive, and transparent, ultimately benefiting communities and businesses. It helps users simplify their interactions and improve service delivery to citizens while providing tools for measurement and improvement. Key capabilities: Community Dev Portal Contact Us ROI Calculator Building Best for: government agencies that need to manage citizen service requests effectively.
Accela Service Request Management (SRM) is a market-leading Government CRM and 311 solution designed to modernize and automate citizen-government interaction. As a key Civic Application on the Accela Civic Platform, its core strength lies in its mobile-first public interface and its powerful workflow automation that ensures requests are automatically routed, tracked, and synchronized across internal departments. The seamless, real-time GIS integration elevates service delivery by providing accurate location data for rapid response. While the system is highly scalable and feature-rich (boasting 300+ integrations), its complexity and non-transparent, subscription-based enterprise pricing suggest it is best suited for large, established government agencies seeking a robust, multi-departmental digital transformation on a proven platform.
Pros & Cons
- Ensures accurate location data for every request
- Provides a mobile-first, consumer-like portal that significantly improves citizen engagement
- Ensures service requests are automatically routed and managed across multiple government departments without staff intervention.
- Initial implementation and configuration is complex
- Pricing is not publicly available
Features
Key features
Delivers a consumer-like, intuitive experience allowing residents to submit, track, and receive notifications about non-emergency service requests 24/7 on any device, including the ability to upload pictures and location data (GIS).
Uses conditional and configurable workflows to automatically route tasks, notifications, and request tickets to the correct department (e.g., Public Works, Code Enforcement) across agencies, ensuring requests are not dropped.
Allows both residents and staff to pinpoint the exact location of an issue on a map and provides staff with GIS-based visualization of issues for faster assessment and dispatch.
Shifts non-emergency requests from high-cost phone call centers to low-cost online/mobile self-service tools, dramatically reducing government spending on managing general inquiries.
Ensures complete visibility for both the resident (via the portal) and agency staff (via the dashboard) with real-time status updates on a request from submission through final resolution.
Additional features
Provides robust custom and performance reporting, including scheduled reporting and data visualizations, giving managers insight to optimize processes and service levels.
Seamlessly integrates the service request directly into work order management solutions (often other Accela Civic Apps) to propel the ticket into action and streamline field operations.
A central interface for agency staff to access, track, prioritize, and manage their queue of requests, modify request details, and control workflows.
Staff can modify a request's categorization, type, or workflow after submission, allowing for accurate internal processing even if the citizen misidentified the issue initially.
Allows administrators to configure specific priority levels, Service Level Agreements (SLAs), and custom data fields unique to their agency's needs.
Enables control over the privacy of requests, allowing them to be designated as public, private (internally viewable only), or sensitive (viewable by specific internal users).
Administrators can set up an internal Knowledge Base with information for staff to access when dealing with less common or complex service requests.
Pricing
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About Accela Service Request Management
Accela Service Request Management is a service management software from Accela that facilitates engagement with citizens. It includes features such as Community, Dev Portal, Contact Us, ROI Calculator, and Building so agencies can manage requests efficiently. This solution supports government agencies in making their services more accessible, responsive, and transparent, ultimately benefiting communities and businesses. It helps users simplify their interactions and improve service delivery to citizens while providing tools for measurement and improvement. Key capabilities: Community Dev Portal Contact Us ROI Calculator Building Best for: government agencies that need to manage citizen service requests effectively.
Accela Service Request Management Details
Accela Service Request Management's In-App Market Place
Does Accela Service Request Management have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£)
Pros & Cons
- Ensures accurate location data for every request
- Provides a mobile-first, consumer-like portal that significantly improves citizen engagement
- Ensures service requests are automatically routed and managed across multiple government departments without staff intervention.
- Initial implementation and configuration is complex
- Pricing is not publicly available
Accela Service Request Management's Support Options
Contact
925-659-3200Chatbot
AvailableAccela Service Request Management's Alternatives
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