# Turn a resident’s call into a service request.

Audience: Governments & Municipalities

Start with a non-emergency public works line. The agent collects the location, opens a request, and routes it to the responsible department. Staff keep authority over priority, dispatch, and closure.

[Explore municipal service workflows](https://www.assistable.ai/industries/municipalities)

## Pilot one service with one department

### Take a report the crew can act on

For a routine water leak, collect the location and what the resident observed. Answer from approved guidance and route urgent reports according to the department’s emergency instructions.

[Voice AI](https://www.assistable.ai/product/voice-ai) · [RAG](https://www.assistable.ai/product/rag)

### Route the request to public works

Connect the agent to the approved service-request system. Send the details to the right queue and give the resident the reference number returned by that system.

[Flow Builder](https://www.assistable.ai/product/flow-builder) · [Tooling](https://www.assistable.ai/product/tooling)

### Update the resident when the record changes

Read the status recorded by staff. Notify the resident when the crew confirms completion and flag requests that never reached a department owner.

[Automation](https://www.assistable.ai/product/automation) · [Observations](https://www.assistable.ai/product/observations)

## A locally deployed service your department controls

Our forward-deployed engineers can run the stack in your environment with Microsoft Entra ID for staff access. We scope integrations, retention, support, and the service-level agreement with procurement, including a BAA for applicable health programs.

[Review deployment and data controls](https://www.assistable.ai/trust)

## Requests accepted by the right department

Match each intake to an accepted ticket. Track time to department acceptance and flag any completion message without a matching update from the crew.

## Municipal deployment questions

### How does a resident know their service request reached public works?

The agent can give the resident the reference number returned by the department’s service-request system. Staff can match the call to the receiving queue and see whether the department accepted it. Completion updates follow the status recorded by the crew.

[Municipal service request workflow](https://www.assistable.ai/industries/municipalities)

### Who decides whether a resident report needs urgent action?

The department defines the instructions for urgent reports and the escalation destination. Staff retain authority over priority, dispatch, and closure. During the pilot, test a routine report and an urgent exception with the staff who will receive them.

### What should municipal IT and procurement scope before deployment?

Identify where the stack runs, who signs in through Microsoft Entra ID, and which service-request system the agent may update. Document retention, escalation contacts, support coverage, and service levels. Include a business associate agreement where the scoped health program requires one.

[Review data-handling controls](https://www.assistable.ai/trust)

[Talk to sales](https://www.assistable.ai/contact)

Source: https://www.assistable.ai/solutions/governments-and-municipalities