The story
The County's relationship with a resident is still shaped like a phone call.
A resident waits on hold, describes a pothole to a person who types it into a form, and the request disappears into a department queue. The resident hears nothing until, maybe, it is fixed. Call wait times, weak tracking, language barriers, no proactive communication: every familiar 311 complaint is a symptom of that one shape.
CivicLoop changes the shape. The request becomes a living record the resident can open and track, that routes itself, that reports its own status, and that leadership sees in aggregate. It started as 311 and has grown into a County operating system: one platform across public works, permits, parks, procurement, economic development, redevelopment, safety, and schools.
Four surfaces
One living record, four points of view.
Residents
Report by web, voice, SMS, WhatsApp, email, or phone, with a photo and a map pin, no account. Track it like a parcel, reply in a two-way thread, and rate the experience (CSAT and NPS) when it resolves.
Agents & departments
A prioritized console with SLA timers, one-tap status, accept-or-override AI routing, follow-up visits with SMS, email, and .ics invites, and Slack-style department channels.
Directors
A live dashboard: volume, category mix, SLA performance, a county heat-map, an NPS panel, detected trends, and a demand forecast, so the County acts before complaints pile up.
The public & the platform
A no-account transparency portal and council-district pages publish the County's own numbers. A TaTech platform tier governs tenants, observability, and the Autopilot level.
The living record
A request that manages itself.
Every service request carries its category, department, priority, location, channel, language, SLA due date, sentiment, and a full event history, from draft and submitted through triaged, assigned, in-progress, needs-info, resolved, and closed (with reopen and duplicate handling). Routing rules and SLA policies are the deterministic floor; the AI handles the ambiguity on top, and every step is logged so the County can stand behind it.
The AI
Ten features that do the work, and show it.
The AI is built in from the intake, not bolted on, and every decision carries a plain-language rationale an agent can override.
Per-request decisions
Conversational intake, auto-routing, SLA-breach prediction, sentiment and escalation, and duplicate detection, all logged as explainable AI decisions on the request.
Autopilot
A governable orchestrator (off / route / full per county) that can classify, route, prioritize, and assign a request to the lightest-loaded agent in one transaction.
Forecast & trends
A 7-day demand forecast per category and council district, with confidence, plus trend detection that surfaces emerging clusters and spikes before they become complaints.
Self-heal & Loop
A self-healing escalator scans for breaches, reassigns to a supervisor, and notifies the resident on a schedule. Loop, the channel persona, summarizes and answers inside the department channels.
A county operating system
Not just 311: the whole county, on one platform.
Public works (DPWT)
Field operations, scheduled visits, and a fleet-vehicle register behind the requests crews actually resolve.
Permits & inspections (DPIE)
Permit applications and inspections tracked end to end.
Parks
Park assets and programs managed alongside the requests about them.
Procurement & economic development
Solicitations, bids, contracts, vendors, opportunities, businesses, and job postings, on the same base.
Redevelopment & safety
Redevelopment sites, safety cases, and resident scam alerts.
Schools & data feeds
Schools and live data feeds that bring outside signals into the county picture.
Communication
Slack-grade, and it reaches the resident too.
Department and county channels (Slack-style, with mentions, search, slash commands, and auto-linked tracking numbers) replace the email threads crews lose work in, and the Loop persona summarizes on demand. To the resident, CivicLoop pushes SMS and email updates at every step in English or Spanish, accepts replies, and can book a follow-up visit straight to their calendar.
Transparency & governance
The County's numbers, in public.
A no-account public portal and council-district pages publish filed, resolved, open, median resolution, SLA on-time, and NPS, with a by-district map, plus a public spending view. Behind the scenes, every tenant is a county with its own default language and Autopilot level; a platform tier holds platform admins (no self-promotion), audited "view as tenant" impersonation, observability, and synthetic checks; roles run from agent to supervisor to department head to director to county admin; and an audit log records it all.
Built right
Public-ready, accountable, and accessible.
- English and Spanish, intake and updates; the data model carries per-request and per-county language so more can be added.
- Accountable AI, every automated decision carries a rationale a human can read and override.
- Open311 / GeoReport v2 in both directions, anti-lock-in by design; the data is the County's.
- Reliable and secure, MFA, an audit log, offline support, suspended-tenant gating, and a production smoke suite, for a service the public depends on.
Get started.
See the resident portal, the agent console, the director dashboard, and the public transparency portal, live.