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Getting started with 311 Omni-Channel Citizen Intake

What 311 Omni-Channel Citizen Intake is for, who uses it, what you need before you start, and your first steps.

Applies to 311 Omni-Channel Citizen Intake as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.

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On this page
  1. What it is for
  2. Who uses it
  3. Before you start
  4. Steps to get started
  5. Where to go next

311 Omni-Channel Citizen Intake brings requests from phone, web, mobile app, email and monitored social media into one queue, places each one on the map, and routes it to the department and crew responsible. Work orders go to Public Works and other departments, and residents are told when their request is received, assigned and closed. Supervisors see open work by location, type and age, and every request keeps its full history.

What it is for

Most cities take service requests in several places at once: a call center, a web form, a mobile app, emails to council offices and posts on social media. Each channel has its own list, the same pothole is reported five times, and requests are re-keyed into departmental work order systems by hand. Residents rarely hear what happened, so they call again, and managers cannot see where requests are piling up or how long each department takes to close them.

  • Requests arrive in separate channels with no single list of open work
  • Duplicate reports of the same problem create duplicate work
  • Requests are re-keyed into departmental work order systems
  • Residents are not told what happened, so they call again

Who uses it

  • 311 and customer service center managers and agents
  • Public Works, sanitation, transportation and code enforcement departments
  • City and county managers and performance staff
  • Council offices that receive requests from constituents
  • Residents, who submit requests and follow them to closure

Before you start

  • Your organization licenses 311 Omni-Channel Citizen Intake from Moraph.
  • A Moraph client account in that organization, signed in.
  • Access to 311 Omni-Channel Citizen Intake in Moraph Apps, given by an administrator in the Moraph Portal under People and access.
  • For setup: the product administrator role.

Steps to get started

  1. Sign in at app.moraph.com with your Moraph account.

  2. Open 311 Omni-Channel Citizen Intake from the launcher. The first time anyone opens it, its workspace is created from the default described in Workspace reference.

  3. Check your role: what you can see and do depends on it. See Roles and permissions.

  4. Product administrators: work through Set up 311 Omni-Channel Citizen Intake before your team starts.

  5. Everyone else: start with Everyday tasks.

Where to go next

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