Case Study

Without District360

• Manual Submission & Tracking of 311 Requests: The team relied heavily on spreadsheets and phone calls to submit and track 311 service requests. The process required multiple steps, from submitting the issue to manually following up with city departments, making it slow, error-prone, and leaving room for miscommunication.
• Lack of Real-Time Updates: Since updates had to be manually entered and shared, there was no centralized system to track progress. Team members often had to wait for responses or sift through multiple documents to find status updates. This lack of visibility made it difficult to hold the city accountable for service timelines.
• Inefficiency in Public Asset Management: Public assets such as street benches, traffic equipment, and roads require frequent maintenance. However, tracking their status was inefficient due to scattered records and reliance on outdated reporting methods. The inability to see which assets needed repairs in real time led to maintenance delays.

With District360

• Automated 311 Service Requests: With 311 integration, team members can send 311 service requests from the field using the District360 Field Service App. The requests are automatically recorded in District360 and 311 CRM, reducing manual work and helping keep everything accurate. This means less paperwork and fewer phone calls.
• Real-Time Status Updates: Every 311 service request is now tracked in a centralized system, providing instant visibility into its progress. Team members no longer need to make multiple follow-ups, as updates are readily available in real time. This ensures service requests are completed on time and within contractual obligations.
• Performance Measurement: The team can now have access to 311 service requests, allowing them to track service performance, analyze trends, and measure the city's response times. This helps them hold the city accountable and improve internal workflows.