CivicLoop by Ta-Tech Solutions Agency addressed: 311 / Community Relations, Prince George's County
Prince George's County named four challenges for 311 / Community Relations:
Underneath those four lines is one structural problem: the County's relationship with a resident is still shaped like a phone call. A resident waits on hold, describes a pothole to a person who types it into a form, the request disappears into a department queue, and the resident hears nothing until - maybe - it is fixed. Every one of the four challenges is a symptom of that single shape.
The fix is not a faster call center. It is to change the shape: make the resident's request a living record that the resident can open, that routes itself, that tells the resident where it stands without anyone being asked, and that the County can see in aggregate to manage the system rather than the queue.
CivicLoop is an AI-driven service-request platform that connects County residents to County departments through a single, living record. It runs on web and mobile, speaks the resident's language, works when connectivity is poor, and is built so the AI does real work - routing, predicting, communicating - not decoration.
It has four surface families:
/public lets anyone, no
account, see last-week filed/resolved/open/median-resolution/SLA
on-time/NPS, top categories, by-district, and an anonymized scatter
map..ics calendar invite
to the resident. Department channels (Slack-style: DPWT, DOE, WSSC,
DPIE, PARKS, ANIMAL, 311, county-wide #311-all) give crews a
persistent thread per department with @mention, search, auto-linked
CP-... tracking numbers, slash commands, and an @loop AI persona
for instant summaries./council/[district] view scopes
the same picture to one of PG County's 9 council districts.Everything in CivicLoop serves a single end-to-end journey. If a feature does not serve this flow, it is not in the first release.
Maria reports a pothole. She opens CivicLoop on her phone, taps the microphone, and says in Spanish: "There's a big pothole on Annapolis Road near the school, my tire almost went in." CivicLoop transcribes and understands her, drops a map pin at her location, asks her to confirm or move it, and offers to attach a photo. She snaps one and submits.
CivicLoop routes it. The AI classifies the request as a road hazard, assigns it to the Department of Public Works & Transportation, sets priority to High because she mentioned a safety near-miss near a school, and applies the DPWT pothole SLA: 3 business days.
An agent sees it. On the DPWT console it appears at the top of the queue with the photo, the location, the SLA timer running, and the AI's routing rationale shown so the agent can trust or override it. The agent claims it.
CivicLoop predicts. Based on the current DPWT backlog and crew schedule, the AI flags the request as "likely to breach SLA" on day 2 - early enough for a supervisor to reassign it.
Maria is kept informed. Without anyone being asked, Maria gets a text in Spanish: request received, then "a crew is assigned," then "resolved - here is the before/after photo." She never called anyone. She never waited on hold.
The Director sees the pattern. On the dashboard, Maria's pothole is one dot in a cluster on Annapolis Road. The Director sees that cluster growing week over week and schedules a resurfacing project - solving the next fifty potholes before they are reported.
That is the shape change: from a phone call that vanishes, to a living record that routes, predicts, communicates, and aggregates.
| County challenge | CivicLoop answer |
|---|---|
| Reduced call wait times and delays | Most requests never become a call. Voice + text + photo intake on the resident's own phone, 24/7, with AI doing the structured data capture a call-taker used to do. The call center handles exceptions, not volume. |
| Better service request tracking | Every request is a living record with a status, an owner, an SLA timer, a full history, and a map location - visible to the resident, the agent, and the Director simultaneously. Nothing is "in a queue somewhere." |
| Multilingual / accessible communication tools | 35 languages on every surface, voice intake for residents who cannot or prefer not to type, screen-reader-conformant interfaces built to WCAG 2.1 AA / Section 508, SMS fallback for residents without smartphones. |
| Proactive resident communication | Status changes notify the resident automatically - received, assigned, resolved - in their language, by their preferred channel. The resident is never left wondering. The County never has to field a "what's happening with my request" call. |
Two capabilities, both shipped, are the new spine of the pitch because no rival 311 system carries them.
Autopilot is the dial the County controls. On /admin, a county
admin sets it to one of three positions:
Every Autopilot action is logged with actor='ai' and an
AUTOPILOT: prefix on the timeline. The dial is reversible at any
time. This is the demo punchline: the County is in control of how
much it delegates, not the vendor. It is also a believable on-ramp:
a cautious department starts at route, builds trust, and moves to
full when the data says it should.
Equity is the panel on the director dashboard that no other 311
system carries: median resolution and SLA on-time percentage broken
out by council district, with a single-line headline ("District X
waits 2.3x longer than District Y"). It turns the County's own data
into a public-trust artifact. New columns on service_areas and
locations (council_district, zip_code) feed it.
Both are flanked by:
@first-name in the department channel, and notifies
the resident - admin-gated, with a manual "Run now" on /admin and
an optional cron-token-gated endpoint at /api/cron/self-heal;These four (Autopilot, Equity, Forecast, Self-heal) plus the public transparency portal are the "wild standout" wave shipped after the core build. They are why the rest of the deck calls this an intelligence platform, not a ticketing app.
A County panel has seen "AI-powered" slapped on dashboards before. CivicLoop's AI does four jobs that a rules engine or a human cannot do as well, and each is measurable:
Document 06 specifies each one - inputs, outputs, the model behind it, and how it degrades safely when it is unsure.
If the County runs a CivicLoop pilot, these are the numbers we would agree to be judged on:
| Metric | Baseline (typical) | Target with CivicLoop |
|---|---|---|
| Average resident wait to log a request | minutes on hold | under 60 seconds, self-service |
| Requests logged outside business hours | near zero | 30%+ of total |
| Requests correctly routed on first pass | varies, often 70-80% | 95%+ |
| SLA breaches | the status quo | 40% reduction |
| "Where is my request" inbound calls | a major call-center load | 60% reduction |
| Resident languages served | English, sometimes Spanish | 35 languages |
Ta-Tech Solutions - the team behind PolyHealth (a multi-tenant healthcare platform running in production) and PulSe (a workforce compliance platform). CivicLoop is a new product, but it stands on the same proven platform engine: multi-tenant isolation, two-factor auth, role-based access, 35-language support, offline-first behavior, AI agents, audit logging, and a hardened deploy pipeline. We are not a one-product company learning government on the County's budget. We are a multi-product engineering company bringing a proven foundation to a new domain.
Prince George's County today asks a resident to manage two separate relationships with their own government:
A resident files a pothole in one system and must separately subscribe to another just to maybe hear about it. The gap between "I told the County" and "did anyone hear me" is not an accident - it is built into how the County's tools are organized.
CivicLoop closes that gap by design: if you reported it, you are automatically informed about it. The living record (Section 3) carries its own notifications, in the resident's language, on their channel, with no second sign-up. CivicLoop does not need to replace MyPGC - it can feed it, pushing request-status updates into the County's existing notification channel. That is the anti-lock-in posture in practice: we make the County's existing tools smarter, we do not hold anything hostage.
CivicLoop v1 solves 311. But a 311 system done right is, structurally, the County's cross-agency coordination layer - every service request already routes to a department: DPWT, DPIE, Parks, and the Office of Health & Human Services. The director dashboard that sees every request across every department is the first organ of something larger.
The hardest, most expensive failure in county government is not a slow pothole repair. It is the vulnerable resident who falls between agencies: the person who is simultaneously a mental-health case, a parent in the school system, a housing-instability case, and a public-safety contact - where every department holds one fragment and nobody sees the whole picture. That is where crises escalate that a coordinated county could have caught.
CivicLoop is Phase 1 of the answer:
The pitch line: the County is not buying a 311 app. It is starting a County Intelligence Platform - and 311 is the door that is open today.
CivicLoop v1, for this presentation, is the 311 service-request loop described above, done deeply and well. It is deliberately not:
A focused product that works beats a broad product that demos. We are showing the County the former, with the latter on a credible roadmap.
Next: 02 - Competitive Landscape & Winning Strategy.