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Step by step guide

Stand up CivicLoop for your county.

From sign-up to a closed loop and a public transparency portal, in ten clear steps. Everything is editable later, so start with 311 and grow into the rest of the county as you go.

This guide walks a county admin from first sign-up to residents reporting, agents resolving, and leadership seeing the whole system. You can take real requests the same day.

1

Create your county

Sign in and create your county (the tenant). Add your name, logo, and colours, set the default language (English or Spanish), and choose your Autopilot level (off, route, or full). This brands the resident portal, the agent console, and every notification.

2

Set up departments and service categories

Add your departments (public works, permits, parks, procurement, economic development, redevelopment, safety, schools, and more) and the request types each one owns, in English and Spanish, so the AI can classify and the resident can choose.

3

Map routing rules and SLA policies

Connect each category to the department that owns it and set a target response time. The routing rules are the deterministic floor; the AI handles the ambiguity on top, and the SLA policy powers breach prediction and the self-heal escalator.

Tip: set realistic SLAs first, then tighten them as the forecast and trend data accumulate.
4

Invite staff and set roles

Invite the people who work requests with the right role: agent, supervisor, department head, director, or county admin. Turn on MFA for sensitive roles. Database-enforced security keeps each department scoped to its own queue.

5

Open resident intake and the public portal

Share your public reporting link. Residents file by web, voice, SMS, WhatsApp, email, or phone, with a photo and a map pin, no account, and the AI fills the category, address, and severity from the shot. Turn on the public transparency portal and council-district pages so anyone can see the county's numbers.

  • Multi-channel intake in English and Spanish.
  • One photo fills the form.
6

Let the AI triage, and set Autopilot

Incoming requests are classified, routed, de-duplicated, sentiment-scored, and breach-predicted automatically, each with a one-line rationale your agents can read and override. Set Autopilot to "route" to auto-assign departments, or "full" to assign the lightest-loaded agent and notify the resident, all in one transaction.

7

Work requests in the console

Agents pick up requests in a prioritized queue with SLA timers, update status in one tap, and schedule follow-up visits that send the resident an SMS, email, and .ics calendar invite. Department channels (Slack-style, with mentions, search, and slash commands) carry the crew conversation, and the Loop persona summarizes on demand.

8

Keep the resident in the loop

From received to assigned to resolved, the resident hears back in their own language and can reply in a two-way thread. When it resolves, a one-tap survey captures CSAT and NPS. The loop closes, and trust builds.

9

Run the county from the director dashboard

Open the dashboard for live volume, category mix, SLA performance, a county heat-map, an NPS panel, detected trends, and a 7-day demand forecast. The self-healing escalator catches breaches before they happen, reassigns to a supervisor, and notifies the resident on a schedule.

Tip: the forecast and trend cards show their evidence, so a number you act on is a number you can explain.
10

Publish, integrate, and report

Your public portal and spending view are already live for residents. Connect Open311 / GeoReport v2 in both directions so CivicLoop fits the stack you already run, and grow into the other county departments (procurement, parks, permits, safety) on the same platform when you are ready.