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Accela, Inc.
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Accela - Service Request Management Civic Application Software

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Accela Service Request Management is a comprehensive solution which automates and manages interdepartmental or citizen requests for service, complaints, or inquiries. Accela Service Request allows agencies to organize and manage requests and strengthen citizen relations.

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Accela`s Service Request Management Civic Application fosters greater community engagement
  • Delivers a branded, mobile, and web-based application that helps governments facilitate customer relationship management
  • Allows seamless integration with any existing Civic Application(s) you use, allowing for cross departmental integration
  • Provides increased efficiency and effectiveness for agencies to process and resolve any issues in their communities
  • Enables users to submit requests on any device from anywhere, add pictures and details to those requests, and track the status of each request

Improve Resident Engagement
  • A branded and “consumer-like” experience for residents
  • Community members can easily make requests for services, and access information on events, landmarks, and other civic services information including:
    • Trash pickup schedules
    • Road construction project status
Minimize Agency Spend
  • For large cities, 311 call center budgets can run in the millions and even tens of millions of dollars annually
  • Accela Service Request Management decreases government spending by reducing time and resources required to manage non-emergency requests
  • When residents interact with government online, agencies can better manage call center staffing and eliminate inefficiencies in routing and tracking requests
Automate Interagency Collaboration
  • Conditional workflows ensure requests are managed by the correct department
  • Two-way synchronization for close tracking and management
  • Tasks can be assigned easily based on request type and even geographic boundaries
  • Ensures service requests are not dropped and all parties have complete transparency with real-time status updates
Create Stronger Communities
  • More efficient processing for non-emergency resident requests
  • Provide cleaner, safer, and more livable communities
  • Residents are more likely to expose issues, improving the quality of a community by connecting with government easily