Service requests for utilities and water districts.

Utilities & water districts

Service requests for utilities and water districts

Water districts and municipal utilities get a mix of urgent service calls — leaks, main breaks, low pressure — and questions that aren’t service calls at all, like billing and meter reads. Sentra 311 routes the first to the right crew with a deadline and answers the second with your knowledge base before anything is filed.

Urgent types get short SLAs in business hours with escalations when they pass; crews close out in the worker app with photos and the type’s close-out questions.

Leaks, pressure and meters

A good utility setup separates what needs a crew from what needs an answer.

• Leak, low pressure, no water, main break and meter box damage become request types with their own questions — is water visible on the street, how long has pressure been low, is the meter lid missing — and short deadlines.
• Billing questions, rate questions and conservation rules become help articles residents see before filing, and the AI chat answers from the same articles.

Crews close out in the worker app with the type’s close-out questions (for example, what was repaired and whether service was restored) and after photos, which go to the customer in the “fixed” email. Dashboards show time to close and SLA met by request type, so district management can see how fast leaks are repaired.

Integrate with your systems

Billing and customer systems stay where they are. Webhooks notify your systems when requests are created, assigned or closed, and the REST API lets IT build any connection they need.

Pricing for districts

Sentra 311 is one plan priced by population. Utilities and special districts are quoted directly — contact us.

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.