Solutions Overview

Small and mid-sized municipalities receive thousands of resident service requests each year — often through disconnected channels that limit visibility, consistency, and accountability.

Our Resident Service Requests & 311 Modernization solution provides a single, centralized platform to manage, track, and resolve resident issues efficiently while improving transparency for residents, staff, and leadership.

Centralized intake for all resident service requests (311)
Web and mobile-friendly citizen self-service portal
Automated request classification and departmental routing
Real-time status updates and notifications for residents
Secure case management and service tracking for municipal staff
Executive dashboards and service performance reporting

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Real world Experience — 25₊ Years working experience

The Municipal Challenge

Many municipalities still rely on phone calls, emails, and spreadsheets to manage resident service requests. As service volumes increase, these manual processes make it difficult to maintain service standards, respond proactively, and demonstrate accountability to council and residents.

Without modern systems, municipalities risk increased operational costs, slower response times, and weaker visibility into service performance.

No single system of record for resident issues
Delayed responses due to manual triage and routing
Limited transparency for residents and elected officials
Inconsistent reporting on service levels and response times

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How It Works

Resident Request Intake

Residents submit service requests through an intuitive online portal, capturing issue details, location, and supporting documentation.

Intelligent Routing & Prioritization

Requests are automatically categorized and routed to the appropriate department or team based on predefined rules and service priorities.

Centralized Case Management

Municipal staff manage all service requests in one secure workspace, enabling collaboration, status updates, and consistent resolution workflows.

Leadership Visibility & Reporting

Real-time dashboards provide leadership with insight into service volumes, response times, and performance against service standards.

Outcome and Values

Improved Citizen Trust

Residents receive timely acknowledgements, status updates, and consistent service experiences, strengthening public confidence.

Consistent Service Responses

Standardized workflows ensure that service requests are handled consistently across departments, reducing variability and escalation risk.

Clear Service Metrics

Reliable, real-time data supports evidence-based decision-making, supporting budgeting, service planning, and performance targets.

Why Upcrest Digital?

Upcrest Digital specializes in delivering practical, Salesforce-based public sector solutions tailored to the realities of Canadian municipalities. Our approach focuses on measurable outcomes, rapid adoption, and scalable design — without unnecessary complexity or risk.

Deep understanding of municipal workflows and compliances.

Proven Salesforce Public Sector solutions expertise.

Adoption-first approach designed for real staff usage.

Solutions that scale naturally into by-law, permits, and inspections.

Resident Service Requests & 311 Modernization