311 Service Center
Report issues, track requests, and help improve our community
Quick Actions
What You Can Do
Report Issues
Submit service requests with photos and location
Track Location
Pinpoint exact locations with interactive maps
Get Updates
Monitor status changes and progress
Request Categories
Need Help?
How to Submit
Click "Submit Request" above, fill out the form with details, add a photo if helpful, and mark the location on the map.
Response Time
Most requests are reviewed within 24-48 hours. Urgent issues are prioritized for faster response.
Track Status
Log in to track your requests and receive updates.
Track Your Requests
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My Service Requests
Track your submitted requests and community issues
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📚 Smart311 Help & Best Practices
Learn how to manage service requests efficiently
🗺️ Use MAP VIEW (Most Efficient for Cities)
Geographic Routing
See all requests on a map. Assign work by location so staff work one area at a time instead of driving all over town.
Color-Coded Status
🔴 Red = Open 🟡 Yellow = In Progress 🟢 Green = Resolved
5-Minute Assignment
Each morning: Open map view, assign red markers to staff by location, done! Staff see their work automatically.
⚡ Recommended Daily Workflow
Morning (Admin - 5 minutes)
- Open Dashboard → Click "Map" view
- Look for red markers (open requests)
- Click marker → Assign to staff member
- Group nearby requests to same person
- Done! Staff notified automatically
During Day (Field Staff)
- Open dashboard on tablet/phone
- Map shows their assigned work
- Navigate to closest location
- Complete work, take photo
- Update status to "Resolved"
- Move to next marker
End of Day (Admin - 2 minutes)
- Review analytics charts
- See how many resolved today
- Note what's left for tomorrow
- That's it!
📱 Equipment Recommendations
💻 Office Staff (Admin)
- Hardware: Desktop or laptop
- View: MAP VIEW in dashboard
- Time: 5 min morning, 2 min evening
- Role: Assign requests, review analytics
📱 Field Staff
- Hardware: Tablet (iPad/Android)
- Why Tablet: Bigger screen, vehicle mount, take photos, works with gloves
- View: MAP VIEW shows their work
- Role: Complete work, update status, take photos
📅 Example: Monday Morning at City of Swansea
Public Works Director Logs In
Opens Dashboard → Switches to MAP VIEW
Reviews Today's Requests
- 5 potholes (north side - clustered together)
- 3 streetlights (downtown - along Main St)
- 2 graffiti (south side - near each other)
- 2 trash complaints (scattered)
Assigns Work (3 minutes)
- North potholes → John (streets crew)
- Downtown lights → Bob (has bucket truck)
- South graffiti → Code Enforcement
- Trash → Sanitation dept
Total assignment time: 3 minutes
Field Staff Working
John's Day:
- Opens tablet in truck
- Sees 5 markers on map (all north side)
- Routes efficiently: Main St → Oak Ave → Elm St → Park Rd → School Zone
- Total driving: 2 miles (all clustered)
- At each location: Fix pothole, take photo, mark "Resolved"
- All 5 completed by 3:00 PM
Director Reviews Day
Charts show:
- 12 requests opened today
- 10 requests resolved today
- 2 requests in progress
- 83% same-day completion rate
Review time: 2 minutes
📊 Time Savings Summary
That's 2+ hours per week freed up for other work
💡 Pro Tips for City Managers
Tip 1: Assign Geographically
Why: Staff complete 2-3x more work when routed efficiently. Less driving = more fixing.
Tip 2: Use Map View for Planning
Why: Geographic clustering is obvious on a map, hidden in a list.
Tip 3: Give Staff Tablets
Why: Real-time updates, photos, GPS navigation, no paper waste.
Tip 4: Check Charts Weekly
Why: Data reveals patterns you can't see daily. Use for budget requests!
Tip 5: Require Photos
Why: Proof of work completed, liability protection, transparency.
Tip 6: Start Simple
Why: Easier for citizens, easier to manage. You can always add more later.
⚠️ Common Mistakes to Avoid
❌ Ignoring Geography
Problem: Assigning requests in order received
Result: Staff driving all over town
Solution: Use map view, assign by location
❌ Not Using Mobile
Problem: Printing paper lists for field staff
Result: No real-time updates, wasted time
Solution: Give staff tablets with dashboard access
❌ Too Many Categories
Problem: Creating 30+ specific categories
Result: Citizens confused, requests miscategorized
Solution: Start with 5-10 broad categories
🎓 5-Minute Training Scripts
👨💼 For Admins/Dispatchers
"Here's how you'll manage requests each morning:"
- Open the dashboard and click the 'Map' button
- You'll see colored markers:
- Red = new/open requests
- Yellow = being worked on
- Green = completed
- Click any red marker to see details
- Click 'Assign' and choose the staff member
- Try to assign requests that are near each other to the same person
- That's it! Staff will see their work automatically
"At end of day, look at the charts to see how many were completed. Any questions?"
👷 For Field Staff
"Here's how you'll use the system in the field:"
- Open the dashboard on your tablet
- Click 'Map' to see your assigned work
- You'll only see requests assigned to you
- Navigate to the closest marker
- Complete the work
- Take a photo if possible (shows we did the work)
- Tap the marker and change status to 'Resolved'
- Move to the next marker
"That's all! The map shows where to go, you do the work, mark it done, move on. Let's try it now with this test request..."
📋 Quick Reference Card (Print This!)
CITY MANAGER DAILY WORKFLOW
MORNING (5 minutes):
- ☐ Login to Dashboard
- ☐ Click "Map" view
- ☐ Assign red markers to staff (by geography)
- ☐ Done!
DURING DAY:
- ☐ Nothing! Staff update from field
END OF DAY (2 minutes):
- ☐ Review charts
- ☐ Note what's left for tomorrow
WEEKLY (10 minutes):
- ☐ Review analytics
- ☐ Export CSV for records
- ☐ Identify trends
MONTHLY (15 minutes):
- ☐ Generate report
- ☐ Present to council
- ☐ Show completion rates