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Service Routing

Service Routing

Graduated

Overview

UnGovr Request routes non-emergency service requests to the right government department — automatically. Residents describe their issue in plain language via web or SMS, and the system classifies, routes, and tracks the request without requiring them to know which agency handles what.

After eight months in the lab, UnGovr Request graduated to production in Ventura County, California, becoming the first UnGovr Labs project to leave the lab. It now handles thousands of resident requests per year across multiple jurisdictions.

From Lab to Production

  • Month 1–2 Prototype built on Open311 API. Initial NLP classification for 15 request categories.
  • Month 3–4 SMS intake added. Pilot with Sandboxia test environment. Accuracy tuning with real request data.
  • Month 5–6 Geolocation-based jurisdiction routing. Multi-department handoff logic. Staff dashboard.
  • Month 7–8 Ventura County pilot. Load testing, edge cases, accessibility review.
  • Graduated Launched at request.ungovr.org. First project to leave the lab. 2,400+ requests routed.

How It Works

# Resident submits a request
$ sms send +1-805-311-0000 "There's a pothole on Main St near the library"

# NLP classification
→ classify "pothole" → ROAD_MAINTENANCE
→ geocode "Main St near library, Ventura" → 34.2805, -119.2945
→ jurisdiction (34.28, -119.29) → City of Ventura PWD

# Route via Open311
→ submit POST /georeport/v2/requests.json
→ ticket #VT-2024-08841 created

# Resident confirmation
→ sms reply "Got it! Ticket #VT-2024-08841. Est. response: 5 business days."
✓ Done

Tech Stack

Open311 SMS (Twilio) NLP classification Geolocation FastAPI PostgreSQL Python

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