The problem
Every 311 pain is one structural problem.
Counties name the same four challenges: call wait times, weak request tracking, language barriers, and no proactive communication. Underneath them is a single shape: the County's relationship with a resident is still a phone call. The request disappears into a department queue and the resident hears nothing until, maybe, it is fixed.
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, so the County manages the system, not the queue.
How it works
Four surfaces, one living record.
1. Residents report in under a minute
By web, voice, SMS, WhatsApp, email, or phone in English and Spanish, with a photo and a map pin, no account, no app download. After it resolves, a one-tap survey captures CSAT and NPS. Anyone can open the public transparency portal to see open/resolved counts, median resolution, SLA on-time, NPS, and a by-district map.
2. AI does the work, and shows it
Ten AI features: conversational intake, auto-routing, SLA-breach prediction, sentiment/escalation, duplicate detection, trend detection, an Autopilot that can assign end to end, a 7-day demand forecast, a self-healing SLA escalator, and Loop, the channel persona. Every decision carries a one-line rationale a human can override.
3. Agents resolve in one console
A prioritized queue with SLA timers, one-tap status, accept-or-override routing, and follow-up visits that send the resident an SMS, email, and .ics invite. Slack-style department channels (DPWT, DPIE, Parks, Animal, WSSC, 311) carry threads, mentions, search, slash commands, and the @loop AI summaries.
4. Leadership sees the whole system
A director dashboard with a live county heat-map, SLA performance, category mix, an NPS panel, detected trends, and the demand forecast, so the County acts before complaints pile up. A platform tier governs tenants, observability, and the Autopilot level.
What you get
The whole loop, closed.
- Resident reporting across web, voice, SMS, WhatsApp, email, and phone in English and Spanish; one photo fills category, address, and severity; track it like a parcel
- Ten AI features, each showing its work: intake, routing, SLA-breach prediction, sentiment/escalation, duplicate detection, trend detection, Autopilot orchestrator, 7-day demand forecast, self-healing SLA escalator, and the Loop channel persona
- Closed-loop resident comms (SMS + email) in their language at every step, two-way replies, plus follow-up visits with .ics calendar invites
- Governable Autopilot (off / route / full) per tenant, and a self-heal cron that catches breaches, reassigns to a supervisor, and notifies the resident
- Public transparency: a no-account portal with last-week metrics and a by-district map, plus a public spending view and council-district pages
- Post-resolution CSAT + NPS surveys feeding a leadership NPS panel
- Slack-grade department channels with @mentions, search, auto-linked CP-tracking numbers, slash commands, and @loop summaries
- Open311 / GeoReport v2 in both directions (anti-lock-in), English and Spanish, offline-capable, accessible
Who it is for
Built for county and municipal 311.
311 and community-relations offices, the public-works and department crews who resolve requests (DPWT, DPIE, Parks, and the rest), the directors who answer for SLA performance, and the residents and council districts who deserve to see where things stand. Built for a real Prince George's County pitch, live at civicloop.us.