Service Request Madness: 311 Day - Webinar

Service Request Madness: 311 Day - Webinar

Webinar Recording


Webinar Summary

During this webinar, we went over the 311 portal and how it can be used to streamline your service request workflow. Here's what we covered.

What is NEXGEN 311? What are some use cases?

NEXGEN 311 is a user-friendly portal where people can submit service requests without having to login to NEXGEN proper. You might want this for a number of reasons. Some examples include:
  1. If you want citizens to be able to alert NEXGEN users to issues happening around your city, such as overflowing garbage or graffiti
  2. If you want members of your organizations who don't usually log in to NEXGEN to be able to submit service requests, such as if a new air conditioning unit is needed or a bathroom needs restocking

What are Service Requests and Work Orders?

Service requests are what come into NEXGEN 311 and they differ from work orders in NEXGEN. Service requests are:
  1. Customer-driven
  2. Currently not linked to an asset (this feature will come in the future)
  3. Not linked to items (the cost of a service request comes from resources or equipment time)
In contrast, work orders are:
  1. Asset-driven
  2. Able to be linked to items, agreements, and miscellaneous costs

311 Portal Types

NEXGEN offers two different types of 311 Portals: standard and custom portals. Items such as URL options, problem types and custom fields, and SR prefixes for 311 SRs are configurable in both standard and custom portals, but only custom portals are able to use custom applications, custom URLs, and organization-specific branding.

A New Standard 311 Portal

In addition to introducing 311, we also talked about the new 311 Portal appearance for standard portals that will be coming out sometime this year. Be on the look out for any updates! In the meantime, if you would like to implement 311 into your organization's NEXGEN site, feel free to email support@nexgenam.com to let us know.

Slide Deck

See the attachments below for a copy of our slide deck.


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