311 Mobile App Services

The vendor is required to provide the 311 mobile app is a resident focused mobile application allowing for a specific set of municipal services to be requested.
- Services are non-emergency and include illegal trash dumping, inlet blockage, street light outages, abandoned cars, etc.
- System functionality
•    Ability to identify duplicates cases via proximity and service
•    Multiple distinct service offerings
•    Unique questions and fields for each offering
•    Auto-routing to appropriate department
•    Made available in apple store and google play store
•    Alerts customers of app updates via stores
•    Route customers to 911 or other numbers if services are required
•    Ability to connect to atlas.phila.gov
•    Show 30 days of closed tickets
•    Map of tickets color coded by status
- Interested functionality
•    AI supported identification of service via image taken
o    Suggest service based on photo
•    Location data auto filled based on image meta data
•    Contact information auto filled based on account information
•    Map of nearby features like libraries, post offices, museums, parks etc.
- Progressive Form
•    Answers determine next fields
•    With different results
•    Inform customer of appropriate reporting avenue
•    Identify emergency situations and ask customer to call emergency services
•    Generates a case number in salesforce
- Location
•    Exact location capture
•    Pin drop location
•    Connect to city’s GIS system
•    Require different types of location based on service (i.e., intersection or node)
- Attachments
•    Ability to attach multiple images to issue and case
•    Ability to add video to issue and case
•    Bad actor and blocking detection for attachments
- Integrations
•    Must integrate with MuleSoft
•    Ability to connect to salesforce, city works, and eclipse (optional)
•    Utilize login.phila.gov
•    City’s GIS platform
•    City’s trash and recycling schedule
- Customer experience
•    Search for cases
o    By location
o    Case number
o    Type of case
•    Accounts
o    Create an account in app that is also created in salesforce
o    Ability to login to existing account
o    Login at the beginning of service request
o    Issues and cases and their status.

- Information Session Date: August 7, 2025
- Questions/Inquires Deadline: August 15, 2025