311 Citizen Request Management



expand your services towards citizens

e-Citizen Request Management System



IST Citizen Request Management System 311 is a unique web based application which holds and tracks all citizen requests and complaints via flexible web forms. It comes with build-in powerful workflow as also a unique open architecture and extensibility which allows novice users to build extensive forms.

It gives real time 3D graphs statistics to the Management and City staff which help them identify what needs special treatment.



IST e-Citizen Request Management System (e-CRMS) is perfect from a global approach. It is not another CRM product of private sector which with little modifications and add-ons has been transformed in a Citizen Request Management System. It's a full featured 311CRM system.

IST e-CRMS has been designed from the scratch having in mind the needs of both sides, Citizens and Government staff and authorities. So what it covers?

With IST e-CRMS Citizens can contact City Authorities in a modern and a web based user friendly environment. City Staff can review all requests,complaints, issues, cases, suggestions and assign priorities, change status, make comments and reassign to other departments allowing citizen to have a true online view of all these steps real time. It can be used also as a channel of online communication broadcasting news, alerts, bright ideas, complaints, requests etc and whatever each Organization wants to deliver web support. It can be used as think tank system.

It has a very extensive and flexible workflow which works automatic so everyone is assigned tasks which he knows what to do and helps users to fulfill their tasks easily. By design it has strong security tools and options which increase auto protection for Spambots and hack attacks. Administrative alerts are send in case of such events and tracks each action. It can auto block IP's with invalid activity. It runs independent from the City Portal as a subdomain as a modern web application It can be easily integrated with a 311 call center (311-CRM) or a G.I.S. system.

Contact us to prepare an online demo or send you an offer. Also contact us to send you a  sample list  with government clients who already use it.


Sample print screens of the CRMS

Citizens can

  • Send their complains in an easy way

  • Receive an automatic reply with their Request Number

  • Send additional information or make comments helping the staff in he same Request

  • View any time the current status, priority, department it is assigned

  • View all history and all actions of replies between citizen and city staff

City staff can

  • Handle all requests by department
  • View open and unclosed issues
  • Communicate with citizens online
  • Add news for emergency situations or known problems
  • Work in a user friendly web based environment Ajaxified
  • View history of any citizen request with all actions
  • Advanced security features