Citizen Service Requests
Public intake that routes to the right desk and stays traceable.
The situation
Requests arrive through five channels and land in whichever queue someone checks. The same complaint can be open twice and closed once. Nobody knows how long a case has waited, so residents are told someone will look into it.
What you end up with
- One intake path across every channel
- Routing rules instead of manual triage
- Status a resident can actually be told
As an xApp
Takes requests from every channel into one queue, routes them by type and area, and gives the resident a status they can actually be told.
- Replaces
- Helpdesk and ticketing subscriptions
- Application type
- External Portal
- Typically live in
- 2-3 weeks
- An estimate from this starting point, not a quote.
Out of the box
Requests from the public form, email and other systems land in one queue. Routing rules send each to the desk for that type and area, and a service clock runs from arrival, escalating if it stalls. Residents look up their own status instead of calling. Each desk sees its own workload, which keeps the clock fair to staff.
- One intake form, plus email and API ingestion
- Routing rules by category and area
- Service-level clocks with escalation
- Resident-facing status lookup
- Workload views per desk
What typically gets tailored
One intake, the routing rules, the clocks and the status lookup come working. We tailor your service catalogue and org chart, which decide where each request lands. Your current channels are connected, not closed, so residents contact you as they do now.
- Your service catalogue and categories
- Routing rules that match your org chart
- Response and resolution targets
- The channels you already run
More in External Portal
Frequently asked questions
The BuildPad Citizen Service Requests template is a production-ready application that takes requests from every channel into one queue, routes them by type and area, and gives the resident a status they can actually be told. It is a working application rather than a scaffold, and a build starts from it and is tailored to your data, your processes and your rules.
Want this one tailored to you?
We shape this application to your data, process and rules.