News & Blog
July 22, 2025
Residents today expect their local governments to be responsive, transparent and digitally accessible. Whether it’s reporting a pothole, requesting tree maintenance or submitting a service request for a damaged streetlight, people want quick, clear communication—and a simple way to connect.
But for many municipalities, managing these requests is still time-consuming, inconsistent and paper-based.
That’s where citizen engagement software comes in.
What is citizen engagement software?
Citizen engagement software helps local governments collect, track and manage service requests from the public. It gives residents a convenient, self-serve way to report issues and request services—online, anytime—while giving municipal staff the tools they need to route, manage and respond efficiently.
This isn’t a 311 call center or a generic help desk tool. CityView’s Citizen Engagement solution is built specifically for municipalities, with seamless integration into permitting, inspections, planning and code enforcement workflows.
Benefits of a resident request portal
Implementing a digital service request solution has far-reaching benefits for both your staff and your community:
Centralized request tracking
Eliminate scattered emails and phone logs. All requests—from potholes to park cleanup—are submitted through a single, unified platform.
Automated routing and follow-up
Requests are automatically assigned to the right department or staff member, with built-in workflows to ensure timely resolution and follow-up.
24/7 citizen self-service
Residents can submit and track requests whenever it’s convenient for them—reducing phone calls, walk-ins and frustration.
Real-time status updates
Keep constituents informed with automated notifications and online status tracking, increasing transparency and trust.
Fewer duplicates and faster resolution
When citizens can see the status of requests already in progress, it reduces repeated submissions and improves your team’s efficiency.
Real-world examples
With CityView’s Citizen Engagement solution, municipalities can manage a wide range of community-facing requests, such as:
- Reporting graffiti, potholes or streetlight outages
- Submitting requests for bulky item pickup
- Requesting sidewalk or tree maintenance
- Notifying city staff about bylaw or code enforcement concerns
All requests are captured, tracked, and responded to—without the need for residents to call or visit City Hall.
Purpose-built for local government
Unlike commercial help desk platforms or generalized customer support tools, CityView’s solution is tailored to the unique needs of local government teams. It works in harmony with your existing CityView software, extending the power of your permitting, inspections and code enforcement systems to the public-facing side of service delivery.
You don’t need a full 311 system to improve resident satisfaction. You just need the right tools, integrated with the systems you already use.
Ready to improve citizen engagement?
Empower your community to connect with you more easily—while giving your staff the tools to respond efficiently and effectively.