SMART® City 311.

311 Service Request Management for Cities and Municipalities

Give residents a simple way to report non-emergency issues and city teams the tools to manage them from intake through resolution.

SMART® City 311 brings multi-channel reporting, automated routing, GIS integration, ArcGIS and Esri mapping, Google Maps, case management, real-time notifications, and operational reporting into one connected service environment.

Explore SMART® City 311 Request a Demo

Web, mobile, SMS, social, and phoneArcGIS, Esri, and Google MapsReal-time notifications

A resident using a city services app, with a downtown skyline at night behind — Connected city servicesEvery request reaches the team that resolves it

9:41

311City Services

Search service types

Report an issue

PotholeStreetlightGraffitiMissed pickupWater leakAbandoned vehicle

Active request

Pothole repairIn progress

SR-250418 · Main St & 4th Ave

New requestPothole · photo + GPS

Resident update● Crew assigned

Service request
Pothole repair

In progress

RequestSR-250418

LocationMain St & 4th Ave

Routed toStreet Department

SLA2 business days

Reported by residentMobile app · 8:02 AM
Routed by service rulesStreet Department · 8:03 AM
Crew on siteUpdate sent to resident

01 / 05Overview

Simplify every 311 request

One Connected System for Non-Emergency Services

SMART® City 311 connects residents with the departments responsible for local services. Requests can include potholes, streetlight outages, sanitation concerns, graffiti, water leaks, abandoned vehicles, and code enforcement issues.

Residents can submit requests through supported channels, share photos and location details, and receive status updates. City teams can then assign, prioritize, manage, and close requests through a structured workflow.

From the first report to final resolution, every request has a clear path.

9:41

311City Services

Search service types

Report an issue

PotholeStreetlightGraffitiMissed pickupWater leakAbandoned vehicle

Active request

Pothole repairIn progress

SR-250418 · Main St & 4th Ave

9:41

311Track Requests

Enter a request number

AllOpenClosed

Pothole repairSR-250418 · Main St & 4th AveIn progress

Streetlight outSR-250377 · Oak AveRouted

Graffiti removalSR-250301 · Park BlvdResolved

Missed pickupSR-250266 · Elm StResolved

Requests can includePotholes · Streetlights · Graffiti

Built for modern 311 operations

The Tools City Teams Need to Keep Service Moving

Multi-Channel Reporting

Accept requests through web, mobile, SMS, social channels, and phone calls, with agents capturing phone-based requests through the Genesys system. Photo uploads and GPS data provide additional details for more precise reporting.

Automated Routing

Direct requests to the appropriate department, division, or case type using configured service rules.

GIS Mapping

Visualize service issues geographically and identify patterns in demand by location.

Case Management

Maintain each request from assignment through action, status updates, and closure.

Real-Time Notifications

Keep residents informed as their requests progress.

Dashboards & Reporting

Use configurable, role-based dashboards and reporting to monitor request volumes, service activity, response performance, and emerging trends. Integrate with third-party analytics and reporting tools such as Tableau and Power BI for deeper analysis and visualization.

02 / 05How It Works & Integrations

How SMART® City 311 works

A Clear Path From Report to Resolution

Report

A resident submits a request through the web or by phone, with relevant details, photos, and location information where applicable. Phone requests are captured by an agent through Genesys.

Pothole repairSR-250418 · Main St & 4th Ave

Reported

DepartmentStreet Department

PriorityStandard

ChannelWeb or phone

Connected city operations

Works With the Systems Your City Already Uses

Bring mapping, contact center, analytics, and departmental systems into the same 311 workflow.

Mapping & GIS

Place every request on the map and see service activity by location.

ArcGIS & Esri
Google Maps

Contact Center

Calls and agent screens open the same request record.

Genesys Contact Center

SMART® City 311One request record shared by every connected system

Analytics & Reporting

Share 311 data with the dashboards your city already uses.

Tableau
Power BI

Departmental Systems

Connect requests with permitting and land management systems.

Accela

Integration scope is defined during implementation, based on the systems and interfaces your city uses.

03 / 05Capabilities

Built around city service operations

Give Departments the Tools to Work With Greater Clarity

SMART® City 311 supports the operational processes behind 311 service delivery, giving teams a structured way to manage workload, ownership, priorities, and service commitments.

Service Request Management

Organize requests across departments, service categories, and case types.

Queuing & SLA Management

Prioritize work and monitor service commitments through configurable queues and SLAs.

Department Coordination

Give participating teams a shared operational view while maintaining role-based responsibilities. Connect with third-party customer care and departmental solutions such as Accela to support connected service operations.

Operational Analytics

Identify recurring issues, demand patterns, service activity, and areas requiring attention.

Configurable Workflows

Adapt forms, routing, service categories, and business processes as requirements evolve.

SMART® features

Extend the 311 Experience

Extend the 311 experience with SMART® Knowledge Base, SMART® Academy, and KAI®, solution-specific tools that can be configured and updated to meet each city’s requirements.

Search articles

How to report a potholeService request guide

Track the status of a requestResident help

What happens after you submitHow 311 works

Curated guidance

SMART® Knowledge Base

Provides a curated library of 311 articles and guidance to help first-time users understand the solution, its features, and key processes.

Lesson 2 of 5 · Raising a service request

Knowledge check4 of 5 correct

Learn by doing

SMART® Academy

Provides video tutorials and quizzes that guide users through tasks such as raising and tracking service requests while helping assess their understanding.

KAI ● Online

How do I report a streetlight outage?

You can report it online or by phone. Here is the step-by-step article from SMART® Knowledge Base: Read the article →

Answers on demand

KAI® Virtual Assistant

Uses approved SMART® Knowledge Base content to provide answers and guidance based on the approved solution-specific articles.

04 / 05Proven Results

Value for cities

Better Service Access. Clearer Operational Insight

For Residents

Simple non-emergency reporting
Multiple submission channels
Photo and location sharing
Request status updates
Timely notifications

For City Staff

Centralized request handling
Automated assignment and routing
Clear ownership and status
Geographic service visibility
Configurable processes

For City Stakeholders

Service demand insights
Performance reporting
Trend analysis
Department-level visibility
Data for operational decisions

Allen County Courthouse in Fort Wayne, Indiana

The SMART City 311 by NebuLogic, City of Fort Wayne

Proven in Fort Wayne, Indiana

SMART® City 311 in Action

The City of Fort Wayne, Indiana uses SMART® City 311 for its citizen service center, with multi-channel support for non-emergency service requests.

The implementation demonstrates how centralized intake, departmental routing, and service tracking can bring greater structure to a citywide 311 operation.

200+Representatives

2M+Citizens served

MultiChannel support

View Fort Wayne Success Story

Why NebuLogic for 311?

A Solution That Can Adapt With Your City

NebuLogic combines CRM SaaS technology, configurable processes, integration capabilities, and implementation expertise to support evolving city service requirements.

Ready to Configure

Adapt service categories, forms, routing rules, and workflows to your operating model.

Integration Ready

Connect 311 with GIS and the enterprise systems your organization already uses.

Designed for Adoption

Give residents and staff straightforward experiences that are easy to navigate and use.

Built to Evolve

Adjust services and processes as departments, policies, and operational requirements change.

05 / 05FAQ

Questions, answered

Frequently Asked Questions

Still curious? KAI can help, or talk with our team.

What is a 311 service request system?

A 311 service request system gives residents a central way to report non-emergency issues while giving city teams the tools to manage those requests through resolution.

What types of requests can SMART® City 311 manage?

It can support requests such as pothole repair, streetlight outages, sanitation concerns, graffiti, water leaks, abandoned vehicles, code enforcement, and other non-emergency services.

How can residents submit a 311 request?

SMART® City 311 supports web, mobile, SMS, social channels, and phone calls, including photo uploads and GPS location information for more complete service requests. Phone-based requests can be captured by agents through the Genesys system.

Does SMART® City 311 support GIS?

Yes. GIS integration helps staff visualize reported issues by location and understand geographic patterns in service demand.

Can residents track their requests?

Yes. Residents can receive status updates and notifications as requests move through the service process.

Can multiple city departments use SMART® City 311?

Yes. Requests can be directed to the appropriate departments through configurable workflows, queues, roles, and service processes.

Does SMART® City 311 include reporting and analytics?

Yes. Dashboards, reporting, analytics, and forecasting provide insight into service activity and operational performance.

Request a demo

Make Every 311 Request Easier to Manage

Give residents a clearer way to report issues and city teams the visibility to manage service from intake through resolution.

Request a Demo

NebuLogic Technologies · Plano, Texas(972) 335-0699 Contact@NebuLogic.comServing cities, counties, municipalities, state agencies, federal organizations, and public health programs across the United States.