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Highland council previews Request311 demo to centralize citizen service requests
Summary
Councilor Alex Robertson requested a 30-minute demonstration of Catalis’s Request311 to centralize resident service requests, create public-facing KPIs and comply with a consent-decree call-log requirement. Catalis proposed $14,750/year plus a $7,500 setup fee.
Councilor Alex Robertson asked the Town Council to review a 30-minute demonstration of Catalis’s Request311 system aimed at centralizing resident service requests and publishing performance metrics. Robertson said the system would replace scattered phone and email requests and provide automated public updates and a transparency dashboard.
Robertson said Highland currently receives about 15 citizen requests per week and lacks a unified tracking system that produces response-time data. "There's a lot of people out there that think we just sit on our hands, but we're hard at work trying to solve a lot of problems," Robertson said while introducing the demo materials.
The Catalis materials in the meeting packet describe a mobile app and web portal with photo and GPS submission, automatic routing and status updates via text or email, duplicate-consolidation for staff, and real-time KPI dashboards for leadership. The packet lists the investment as $14,750 per year (Request311 subscription plus a $3,000 performance dashboard) and a one-time setup fee of $7,500 that includes training.
The proposal was framed in the packet as dovetailing with Highland's existing consent-decree requirement to track call logs; Catalis positions the public-facing tool as a way to demonstrate responsiveness and produce verifiable KPIs. No procurement action or vote was taken; the Council reviewed the demo materials and left the item for later consideration.
