REQUEST TRACKER For local governments
A service request tracker for potholes and more.
Request Tracker lets residents report a pothole, a broken streetlight or a missed pickup online, with a pin on a map and a photo. Each request goes to the right department, residents get email updates as it moves along, and your staff work from one shared queue instead of voicemails and sticky notes.
- Every tool included
- WCAG 2.1 AA
- Works with BS&A
What happens to a pothole report today?
In many offices, a report arrives as a phone message: "There's a pothole on Maple, the big one." Someone writes it down, passes it on and hopes it reaches the crew.
What residents run into
- Residents can't describe exactly where the problem is, so the crew drives around looking for it.
- After calling, they hear nothing back and call again to ask whether anyone is on it.
- Reporting after hours means leaving a voicemail and hoping someone listens.
What your staff deal with
- Reports live in voicemail, email, notepads and memory, with no single list.
- Your front office relays messages between residents and crews all day.
- Nobody can say how many requests are open or how long they've been waiting.
How does a service request move along?
From the resident's phone to the crew's queue, with updates on the way.
A resident reports it
They pick a request type, drop a pin on the map where the problem is and add a photo.
It goes to the right department
Each request type is routed automatically, so a streetlight goes to one team and a missed trash pickup to another.
Your staff work it from one queue
Everyone sees the same list of open requests, with the location and photo attached.
The resident hears back
When the status changes, the resident gets an email update, so they know their report wasn't lost.
What's in Request Tracker?
A report reaches the right crew with the details they need to fix it.
Map pins and photo uploads
A pin on the map and a photo tell the crew exactly where to go and what they'll find, which saves a second trip and a follow-up call.
Routing by request type
Each type of request goes to the department that handles it, so nobody in the front office has to sort reports by hand.
Status updates by email
Residents get an email when their request moves along, which cuts down on calls asking whether anyone saw the report.
Built accessible
Reporting that doesn't depend on the map
A map is handy, but it can't be the only way to give a location. Request forms are built to meet WCAG 2.1 AA, the standard in the ADA Title II rule, so residents can type an address or describe the spot if they can't use the map, and every step works with a keyboard and a screen reader.
Questions about Request Tracker.
Short answers, linked to the law where it applies. Ask us anything else on a demo.
Should residents report emergencies through the request tracker?
No. Emergencies belong with 911, and urgent hazards like a downed power line should go to the right phone number right away. Request Tracker is for problems that can wait for a crew to schedule them, like potholes, streetlights or a missed pickup. Say so clearly on the report page.
Which kinds of requests can residents report?
Your staff choose the request types, such as potholes, streetlights, sidewalks, missed trash pickup or code concerns, and choose which department each one goes to. Start with the requests your office hears about most by phone, then add more as your staff get used to the queue.
Do residents get updates on their request?
Yes. When your staff change a request's status, the resident who reported it gets an email update. Closing the loop like that is the main reason residents stop calling to ask whether anyone saw their report.
Does the map work for people who can't see it?
The map is one way to give a location, not the only one. Residents can type an address or describe the spot instead, and the form is built to meet WCAG 2.1 AA. WCAG asks for text alternatives to visual-only content (W3C (opens in a new tab)).
Want to see a pothole report reach the right crew?
On a demo we'll file a sample report with a pin and a photo, route it, and send the resident an update.