Web Analytics

Smart311 Citizen Reporting · v3.11 · WordPress Plugin

The 311 system that lives on your city's website

Residents report potholes, outages, and code issues from any device. Staff work them from one dashboard. You keep the data, skip the per-request fees, and go live in an afternoon.

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Self-hosted — your data stays yours WCAG AA accessible SDVOSB vendor

Trusted by cities, villages, and townships nationwide — built by a service-disabled veteran-owned small business that works exclusively with local government.

Product Tour

See every screen your city and residents get

Every page below is created automatically the moment you activate the plugin — no page building, no theme wrangling.

01 · Service Center Hub

One front door for every request

A polished, role-aware landing page greets residents with quick actions and browsable categories. Staff see their work queue and open-request alerts on the same hub. Set it as your homepage or link it from anywhere.

  • Quick-action cards for report, track, map, and browse
  • Shows each visitor only what their role needs
  • Built-in help guides for residents and staff
The Service Center hub — created automatically on activation.

02 · Enhanced Dashboard

Analytics your council will actually read

Three view modes — sortable list, live map, and visual cards — with real-time filtering and charts for status distribution, 30-day trends, and top categories. Export any view to CSV for council packets in one click.

  • 8+ filters with instant search as you type
  • "My Assignments" work queue for staff
  • Date-stamped CSV export for reporting
The enhanced dashboard — list view with live charts and one-click CSV export.

03 · Interactive GIS Map

Every request, pinned inside your city limits

Leaflet-powered mapping with color-coded status markers and boundary validation by GeoJSON, city/state, or ZIP code — so requests from outside your jurisdiction never reach your queue.

  • Upload your municipal boundary as GeoJSON
  • Public map builds resident trust and transparency
  • OpenStreetMap tiles — no map API bills
The public request map with jurisdiction boundary validation.

04 · Report From Anywhere

A guided form, a home-screen app, or just a text

The step-by-step wizard makes reporting foolproof, with photo uploads and map pin-drop. Residents can also install the PWA to their phone or text a report by SMS — AI categorization sorts it and duplicate detection keeps your queue clean.

  • Guided wizard: location → category → details → review
  • Installable PWA — works like a native app
  • SMS intake with automatic ticket creation and updates
  • AI categorization + duplicate flagging before triage
The guided report wizard and the installable resident PWA.

Role-Aware By Design

One system. Three experiences.

Smart311 shows each person exactly what they need — nothing more, nothing confusing.

For Residents

  • Submit requests with photos and a map pin
  • Track status without calling city hall
  • Automatic email and SMS updates
  • Rate the resolution when work is done
  • Multi-language support

For Staff & Field Crews

  • "My Assignments" queue by department
  • Unified front-end console — no wp-admin
  • Tablet-ready views for field work
  • Internal notes and work orders per request
  • SLA timers so nothing slips

For Administrators & Officials

  • System-wide analytics and SLA reports
  • Official dashboard for elected leadership
  • Staff, department, and boundary management
  • Satisfaction and recurring-issue insights
  • CSV exports for council packets

Operations Toolkit

Built for the way public works actually runs

Beyond intake, Smart311 includes the operational tooling hosted 311 vendors reserve for premium tiers.

SLA Tracking

Set response and resolution targets per category, with breach alerts and an SLA performance report.

Work Orders

Convert requests into trackable work orders with assignments, costs, and completion records.

Satisfaction Surveys

Automatic follow-up surveys measure how residents rate each resolution and roll up into trend reports.

Recurring Issue Detection

Spot the intersection that floods every spring or the park that keeps getting tagged — and fix root causes.

Live Status Board

A big-screen board for the public works garage or EOC showing open work at a glance.

Multi-Language Support

Serve residents in their preferred language with translation-ready output across the reporting experience.

Deployment

Live in an afternoon, not a fiscal year

Activate

Install the plugin and every page — Service Center, map, report form, dashboard — is created automatically.

Configure

A guided setup wizard walks you through boundaries, categories, and departments. Load demo data to explore risk-free.

Add Your Team

Invite staff, set departments, define SLA targets. Everyone works from the front-end console — no WordPress training needed.

Go Live

Link the Service Center from your homepage and let residents start reporting from any device, day or night.

Why SnapSite

Why municipalities choose Smart311

WCAG AA Accessible

Full keyboard navigation, ARIA labeling, screen-reader support, and contrast-checked interfaces throughout.

Security Hardened

Nonce verification, capability checks, sanitized input, escaped output, and prepared statements throughout.

You Own Your Data

Everything lives in your WordPress database on your server. No third-party portal, no data hostage situations.

Automatic Updates

One-click updates via the SnapStore update service, with a built-in health check and self-repair engine.

SDVOSB Vendor

SnapSite.us LLC is a Service-Disabled Veteran-Owned Small Business — set-aside-eligible for government procurement.

Predictable Cost

Flat licensing instead of per-request or per-resident fees. Budget once; serve everyone.

Ready to modernize your 311?

See Smart311 running with live demo data, or talk with us about deploying it on your city's website.

Schedule a Live Demo