Asset reports and service work
The operator links a report to an address or infrastructure asset. The service merges duplicates, records completed work and shares a public update with the resident without exposing unnecessary personal information.
Custom Development
Smart City CRM
Municipal service operators need to link reports of the same fault to an address, an asset and a work queue. We’ll build a CRM to coordinate those requests across services and keep residents informed.
Why multiple reports become separate work orders
- Residents report the same lighting fault using different versions of the address.
- A service receives a request without the asset’s inventory number.
- Several departments open work orders for the same area, and only one can see the result.
- The notifications editor can’t tell whether the lead has confirmed the repair details.
- Reports don’t link repeat notifications to work already completed.
Issue map, routing and completion evidence
These modules can be included in the project. We’ll agree on the scope and workflow rules after reviewing your processes.
Service work queues
The operator routes requests by asset type and service area. Reassignments to another service preserve the reason and time.
Completion photos and closure
The crew records the completed action and supporting evidence. Before posting a public update, the owner checks which fields can be shown.
Additional Features
- Work notifications by address
- The dispatcher can identify the addresses affected by a confirmed repair and send them to the notifications editor. If the schedule changes, the editor sees the previous notice and checks the new date with the responsible service. The update stays linked to the same work order.
- A repeat report after work is complete
- The operator can find the previous work order by asset and compare the new report with the confirmed result. If the fault has returned, the dispatcher opens a new review linked to the earlier history. The owner checks the evidence before updating the public status.
- Verifying addresses and municipal asset numbers
- The dispatcher can check the address against the city directory and match it to an asset number in the service register. Incomplete addresses or addresses with multiple assets stay under review. The owner confirms the ID before assigning the work.
CRM Workflow Examples
How teams can divide responsibilities and handle exceptions after rollout.
Two reports of the same streetlight fault
The operator checks the address and pole number and links both reports to one work order. Once the repair is confirmed, both residents can see the status.
A request goes to the wrong service
The dispatcher clarifies the category and routes the work to the responsible department. The system retains the routing history and agreed response deadline.
What to Include in the First Release
We’ll pilot one type of municipal request, such as a lighting fault. The operator confirms the location, the dispatcher assigns the work, and the service records the outcome. We’ll cover duplicate reports, an inaccurate address and data visibility on the public map.
A standard ticketing system may be enough to send requests between departments. An address directory and the ability to link several reports to one work order matter when a city needs to track specific assets and recurring faults.
Once we agree on the requirements, we design the screens, build a pilot, and try it against the agreed use cases. We plan the rollout and follow-on modules with your team.
Discuss the First PhaseDevelopment FAQ
What should appear on a public request map?
The map can display the approved category, approximate or exact location, and work status under city rules. Contact details and private attachments are restricted to authorized roles.
How do we handle several reports of the same fault?
The operator can link them to one service request. Work is recorded once, while each resident’s report keeps its own history.
How do we migrate open municipal requests and link them to mapped assets?
We’ll match report sources, addresses and asset IDs. During a trial migration, the service will check open work and groups of reports about the same fault. Addresses with several possible matches and fields intended for publication get a separate review.
What determines the scope of a municipal dispatch CRM?
We’ll start with one type of infrastructure, such as street lighting. The estimate depends on the address directory, asset registry integration, rules for grouping reports and status publication. The pilot will verify that the service records the repair once and each resident receives an update.
Let’s Discuss Your CRM
Tell us your industry, describe one process you want to automate, and let us know which tools your team already uses.