Service request management is a vital function of local government. Effectively responding to resident submissions fulfills an agency’s duties to the public and builds positive sentiment in the community. When request management is executed poorly, however, it can undercut public trust.

There’s no one right way to handle request management – every municipality or county has its own unique considerations that will influence what success looks like for them – but when agencies don’t have solid processes and tools in place, that’s when service delivery starts to suffer.

All too often we hear that an agency is “getting by” or managing “well enough” with their homegrown system : emails, spreadsheets, and manual touchpoints to keep everything on track. In our 20+ years working in government, we’ve found that when a request management system depends on staff remembering to forward messages, track updates, and close out requests, it leaves the door open to error and oversight that can cause delays (and even gaps) in service delivery.

Admitting to shortcomings is never easy – especially in local government, where today’s leaders are being asked to increasingly deliver more on limited resources. But identifying areas that are underperforming is the first step to improving them. It can be hard to objectively evaluate existing systems, but for those willing to take a hard look, here are some surefire signs that current processes might not be cutting it.

You might have a problem if your agency is experiencing:

Phone calls that start with “I don’t know who to talk to about this, but…”

If finding the right contact to address their issue requires a phone call scavenger hunt, you’re failing your residents. Being put on hold, explaining your issue repeatedly to a series of new people, leaving voicemails, unsure if your call will be returned, and ending the interaction without a clear understanding of how to reach this contact again – all of these hardly make for a positive experience.

The more barriers you throw up between a resident and the information or service they need, the more likely they are to get frustrated and quit the process before ever making their request.

Good service starts with giving residents clear paths to the information and services they need. This might look like publishing a knowledge base or FAQ section that enables residents to self-help and find the info they need without having to make a call. It might also look like implementing a public portal that allows residents to submit their issue without needing to track down the right department contact.

The majority of service requests come from a handful of engaged residents

Every community has its “super submitters:” residents who know the system inside and out and regularly engage with municipal departments. But if your request list is dominated by a small group of names, it may mean your process isn’t as accessible or intuitive as it could be.

Complex forms, unclear instructions, or limited submission methods can discourage broader participation. This creates blind spots in understanding community needs and can lead to inequitable service delivery – because the loudest voices aren’t always the most representative.

Simplifying the submission process, offering mobile-friendly tools, and promoting multiple intake options (online, phone, in person) can help expand participation. The easier it is for residents to report issues, the more complete your data and the better positioned your agency will be to make informed decisions that reflect the whole community.

Low visibility into where the issues are

If your team can’t easily answer questions like “How many open pothole requests do we have this month?” or “Which neighborhoods are seeing the most illegal dumping reports?” then you’ve likely outgrown your current system.

Without a centralized tool for tracking and reporting on requests, data remains fragmented across departments, inboxes, and spreadsheets. That lack of visibility doesn’t just slow internal coordination; it also limits your ability to identify trends, allocate resources effectively, or demonstrate accountability to the public.

Modern request management platforms automatically capture and categorize data, turning it into actionable insights. Dashboards can show live updates on work in progress, reveal geographic patterns, and highlight recurring issues before they become bigger problems. With the right data, leadership can move from reactive problem-solving to proactive community management.

Angry follow-up from residents

Few things frustrate residents more than silence. Even when staff are diligently working behind the scenes, if residents don’t receive updates, they often assume their request has been ignored. This perception gap can quickly erode public trust and create unnecessary tension between the community and your agency.

And often the gap is exactly that: perception. Because chances are your teams are working diligently behind the scenes, to the best of their ability, to address the issue and close out the request. But without the ability to demonstrate that progress is happening on the request, your agency won’t get the due credit for that work, regardless of the work being done.

Follow-up communication is a critical but often overlooked component of quality service request management and teams that rely on manual touchpoints often are the ones that have the worst time keeping up with constituent communication.

Closing the communication loop is a simple but powerful fix with automated notifications via a modern service request platform. These notifications can let residents know when a request has been received, when it’s being addressed, and when it’s resolved – without adding extra work for staff.

Tired of experiencing these service request management problems?

Recognizing these red flags isn’t a mark of failure – it’s an opportunity to strengthen how your agency serves the community. When service request processes are streamlined, transparent, and data-driven, everyone benefits: residents get faster responses, staff spend less time chasing information, and leadership gains the insights needed to plan and prioritize effectively.

If any of these challenges sound familiar, it may be time to take a closer look at whether your current tools are truly keeping up with your community’s needs.

With Comcate CRM/311, local governments can improve the resident submission experience to increase engagement, streamline request routing to reduce internal errors, and automate notifications to close the loop with constituents. Learn more about how CRM/311 can take your service request management from “getting by” to “next level” by requesting a demo today.

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