Creating a safer and happier community by transforming a city’s 311 system
Users and Audience
The 311 System built by StackNexus addresses the needs of all people ages 18+ who live in the city’s district and would like to report issues they come across such as potholes, graffiti, and more. StackNexus also created an AI Integration that allowed citizens to use their smartphones to auto-tag and measure the objects of their report for quicker response times.FAST
EASY
SMART
Problem
- Outdated legacy systems with poor user interfaces
- Lack of integration with modern platforms
- Overwhelmed by increasing service request volumes
- Inefficient workflows and fragmented data
- High operational and maintenance costs
- Inadequate feedback systems and visibility for users
The client was looking to have a 311 system built and implemented for the city but did not have a previous or existing system in place. While the client’s city did possess a city-specific app, it was significantly limited in the features and services it provided and was running on outdated technology.
The client’s existing service request process required citizens to call in and report issues or concerns. However, due to a lack of a dedicated 311 Call Center, callers would be redirected multiple times and wait for great lengths of time before getting ahold of the right department. Furthermore, the city’s request handling process was channeled through different systems and applications as well as paper processing, leading to a lack of organization. As a result, the city had various inputs for the same issue and was unable to track requests and complete them in a timely manner.
Solutions Solutions
SOLUTIONS
In collaboration with the client, StackNexus implemented an end-to-end 311 platform that provides a centralized location for all service requests, inquiries, and other resources that are available to the citizens on the platform or device of their preference.
Some key features of the solution include:
Public Portal
A self-service platform that allows citizens to submit service requests, schedule appointments, pay utility bills, access FAQs, and explore city resources.
Chat Bot
On-demand assistance that allows users to create requests, track their request status from inception to completion, or be transferred to an agent.
Social Media Engagement
Integrated the city’s social media pages for automated case creation across X (formerly Twitter), Facebook, YouTube, and more.
Mobile App
Created a mobile version of the comprehensive 311 system platform that is compatible with all smartphones regardless of their software.
CHALLENGES FACED
- Outdated legacy systems with poor user interfaces
- Lack of integration with modern platforms
- Overwhelmed by increasing service request volumes
- Inefficient workflows and fragmented data
- High operational and maintenance costs
- Inadequate feedback systems and visibility for users
RESULTS ACHIEVED
3X
Case Volume
Increase
50%
Resolution Time
Decrease
4X
Customer Wait Time
Decrease
2X
Productivity
Increase
  Increased resident satisfaction & engagement
 Data-driven decisions enabled through unified platforms
Schedule a Demo
Abishek Boinpally
Director of Digital Engagement Solutions
Fill out the form below and we’ll get back to you shortly to schedule a quick call.
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Info
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info@stacknexus.io
Location: US, UK, UAE, INDIA
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New Hanover County 311
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New Hanover County 311
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Multi-channel chaos, poor tracking, no feedback loops, unscalable system.
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Video Demo Video Demo
STACKNEXUS
311 VIDEO DEMO
Discover how StackNexus transforms municipal services with its 311 platform. This demo video showcases how our solution improves citizen engagement, streamlines service requests, and enhances operational efficiency for smarter governance.
