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MuniPaaS 311: Empowering Towns and Cities Digital Citizen Engagement

Listen. Engage. Deliver.

MuniPaaS 311, built on the Salesforce platform, is the ultimate pre-configured, scalable Customer Service Management solution for towns and cities. Designed to exceed citizen expectations, it seamlessly integrates Salesforce powerful capabilities with our expertise in public sector implementation to deliver exceptional outcomes. Our team has developed rapid, turnkey deployment methodologies tailored to municipal needs, ensuring your city achieves measurable results.

Multi-Channel Citizen Engagement

Leverage Salesforce Omni-Channel Capabilities to meet citizens where they are:

  • Accept service requests through email, SMS, social media, web forms, phone calls, referrals, or chatbot interactions, all managed from a unified interface.
  • Provide seamless communication with Salesforce Case Management and channel-specific routing for timely resolution.

AgentForce, Copilot, Chatbots & Knowledge Base

Harness Salesforce AgentForce,  Einstein Bots and Knowledge Articles to empower citizen self-service:

  • Provide CoPilot for your agents and citizens to leverage Generative AI to understand key procedures and automate processes
  • Enable citizens to access answers quickly through a centralized Knowledge Base.
  • Deploy chatbots across multiple channels to provide 24/7 support and guided navigation for service resolution.

GIS & Mapping Integration

Integrate Salesforce with your existing GIS tools for unparalleled location intelligence:

  • Allow citizens to select assets or points on a map when reporting issues using GIS-enabled service flows.
  • Conduct geospatial analysis through Salesforce dashboards, mapping citizen service trends in real time.

Automated Workflows

Streamline operations with Salesforce Flow Automation and Process Builder:

  • Automate work orders to the appropriate teams based on request type and location.
  • Ensure coordinated field and office execution with work management tools in Salesforce Field Service.

Notifications & Newsletters

Enhance communication using Salesforce Marketing Cloud and Email Studio:

  • Deliver personalized notifications throughout the service lifecycle.
  • Send proactive newsletters tailored to service types and citizen needs using automated templates.

Comprehensive Reporting & Dashboards

Monitor performance with Salesforce powerful Reports & Dashboards:

  • Gain real-time insights into service delivery with customizable dashboards.
  • Schedule automated report distribution to ensure stakeholders are always informed.

Service Manager Administration

Leverage Salesforce flexible configuration tools to empower your Service Managers:

  • Use intuitive drag-and-drop interfaces to manage workflows, messaging templates, and service-specific questions.
  • Update portal content and streamline service delivery without relying on developers.

Customer Satisfaction Feedback

Capture insights through Survey and analytics capabilities:

  • Send closure surveys directly from Salesforce and measure customer satisfaction by department.
  • Analyze real-time metrics to continually refine and improve your services.

Why Choose Us?

Our expertise lies in combining Salesforce powerful capabilities with deep knowledge of municipal processes. With a track record of delivering 311 Service Management solutions, we ensure:

  • Rapid Deployment: Pre-built configurations and scalable architecture.
  • Tailored Solutions: Methodologies designed specifically for local government needs.
  • End-to-End Support: From implementation to hypercare and ongoing maintenance, we’re with you every step of the way.

MuniPaaS 311, powered by Salesforce and delivered with our expertise, is your end-to-end solution for enhancing citizen engagement, improving service delivery, and driving operational excellence. Let’s revolutionise the way your city connects with its community. Start today!