Responsive 311 CRM Software for Government

Before [SeeClickFix 311 CRM], if a resident had a request or concern, they’d come into City Hall, call, or email. We were risking requests getting lost in the mix. In addition, we didn’t have a dedicated funnel to receive and distill inquiries. [SeeClickFix 311 CRM] has since become the vehicle for complaints management.

During a storm event, when staff is sitting in our emergency operations center looking at [311 CRM] issues coming in, we use the data to triage requests and walk high-priority ones over to emergency management staff.

The beauty of [the 311 CRM tool] is if you’ve got the app, it geolocates you and will instantly let you know if you’re in our jurisdiction, or somebody else’s. It helps educate a resident about where they’re standing in relation to who handles it, giving them the power to easily report and notify the right people. On the other side, it gives park staff a greater level of efficiency.

I think public works directors are looking to try to figure out a way to branch between their roads and their traffic and their sewer and stormwater. At least here, that was our goal. We wanted one unified system.

We wanted to be able to connect residents directly to the staff that were going to address their concerns so issues could be resolved as quickly as possible. We needed a tool to help us achieve our goals and meet our responsibilities.

There will always be system limitations, but SeeClickFix 311 CRM stood out as a platform that could grow alongside Hamilton and serve the community well.