For cities with several departments and a council to report to.

Mid-size cities

For cities with several departments and a council to report to

Cities of 25,000 to 100,000 people have the workload of a big city and the staffing of a small one: several departments, several crews, council districts and a steady flow of requests from residents, council offices and staff in the field. Sentra 311 is citizen request management sized for them.

Routing rules send each request type — or each type in each council district — to the right department and crew. SLAs run in business hours with your holidays, and escalations notify a supervisor when work passes its deadline. Department heads get dashboards with time to close, SLA met and backlog age, compared with the previous period.

Crews that close with proof

Dispatchers plan routes for several workers, ordered by drive time, and crews work from the worker app on phones or iPads. Closed means closed rules can require an after photo or an on-site step before a request is resolved, and referrals to other agencies are never shown to residents as closed.

Worker efficiency reports measure travel and on-site time, SLA met and callbacks per worker — a fair view of workload when it’s time to talk about staffing.

Council-ready reporting

Council district reports show what’s happening in each district and arrive in council inboxes on a schedule. Twelve report types group by department, type, channel or any of your GIS layers, and the public performance page shows residents the work the city has done, with before-and-after photos.

Pricing

Pricing is one plan priced by your city’s population: every city gets every feature, with no per-seat fees, no feature tiers and no add-ons. Staff, residents and field workers are unlimited, so adding a department or a seasonal crew doesn’t change the price. See pricing.

How setup works

Setup starts with a conversation about how requests reach you today and who handles them.

• Together we build your request types and their questions, routing to departments and crews, deadlines in your business hours and holidays, and your report page’s look.
• Your staff are trained over Teams, and the one-time setup fee covers all of it.
• Your city website gets a “Report a problem” button with one script tag, and your history can be imported with the importer, with an undo button if anything needs another pass.

After launch, your own staff change request types, forms, routing and deadlines from the admin portal. The built-in help center has guides for city staff and field workers, and Ask Sentra 311 answers how-to questions inside the product.

Accessibility, security and privacy

Public pages and apps are built to WCAG 2.1 AA and checked with automated accessibility tests on every release, an important consideration as the ADA Title II web rule deadlines approach.

• Each city’s data is kept separate, permissions are enforced by the server, and every change is recorded in an audit log.
• Usage analytics are cookie-free, residents’ contact details are shown only to staff who need them, and AI features never receive residents’ personal details.
• See security and accessibility.