Government & Municipalities
Every resident call answered, tracked and resolved.
For city halls and public service offices: capture resident calls on your existing phones, create the service request, and see what residents are asking about across every department.
SOC 2 Type 2 · No credit card
What are residents calling about most this week?
312 resident calls; water and roads lead.
Calls about the Oak Street water outage doubled after Tuesday. Most parking permit callers asked the same two questions.
Calls by topic
From the calls
“There's been no water on Oak Street since this morning. Is anyone coming?” · Resident, Tue 08:42
“I paid the parking permit online. How long until it shows as active?” · Resident, Thu 11:15
The calls your team handles every day
Service requests
"The streetlight outside number 14 has been out for a week."
The request is written on a sticky note and no department owns it.
Permits & licensing
"What documents do I need for a business license?"
Each clerk gives a slightly different answer, and residents call back to check.
Payments & billing
"My water bill doubled this month. Can someone check it?"
The promised check is never logged, so the resident calls again.
Complaints
"This is the third time I'm calling about the noise from the construction site."
No one sees that it's the third call until the complaint escalates.
Information requests
"When is bulky waste collection in our neighborhood?"
Staff spend the day answering questions the website could answer.
What ActiveLens does with every call
Capture
Resident calls are captured on the phones you already have: desk phones through the ActiveLens device, softphones on the computer. No new phone system.
Understand
ActiveLens writes the transcript and a short summary, and notes the topic, the address and what the resident was promised.
Act
The service request becomes a task with an owner on the Active Board, and a follow-up email to the resident is drafted for staff to review.
How capture works: phone calls · meetings
Ask anything about your municipality
Plain-language questions across every call and meeting, answered with the calls behind them. See Active Insights
“What are residents calling about most this week?”
Calls grouped by topic and department, with the change from last week.
“Which complaints haven't been closed?”
Open complaints with the caller, the date and the owner of each task.
“Which department has the most repeat callers?”
Residents who called more than once about the same issue, by department.
“Where are calls about the Oak Street flooding coming from?”
The streets and neighborhoods residents mentioned, with the calls behind each one.
“What questions could the website answer instead?”
The questions asked most often that have a simple, fixed answer.
“How long do callbacks take by department?”
Time from the call to the promised callback, by department.
For managers
See the whole operation, not one call at a time
See resident calls across every department in one view: what people are asking, which requests are still open, and who needs a callback.
- Right now
- Calls about the Oak Street water outage are rising, and 9 service requests are older than 5 days.
- What stands out
- Most parking permit calls ask the same two questions, which the website could answer.
- Against your targets
- Callbacks by department against the response time you set, and who is behind.
Works with the phones you already have
No system replacement. No new phones for staff.
- Desk phones, even old ones, work through the ActiveLens device: a small device that sits between the handset and the desk phone.
- Softphones are captured on the computer, with no integration.
- Calls in Hebrew and English are supported.
Works with the tools you already use
- Microsoft Teams
- Outlook
- Monday.com
- Salesforce
- RingCentral
- Zoom Phone
- Municipal CRM and ticketing systemson request
Don't see yours? We build integrations to your systems free. All integrations
Security & compliance
How we protect your data- SOC 2 Type 2 examination completed
- Access per person and per department
- Retention controls
- Encrypted in transit and at rest
In use by municipalities in Israel.
Questions
Do we need to replace our phone system?
No. Desk phones, even old ones, work through the ActiveLens device, a small device between the handset and the desk phone. Softphones are captured on the computer with no integration.
Does it support Hebrew?
Yes. Hebrew and English are supported, for transcripts, summaries and questions.
Does it create tickets in our ticketing system?
ActiveLens turns each service request into a task with an owner on its Active Board. Connecting to your municipal CRM or ticketing system is available on request.
Who can see the calls?
Only the people you give access to, per person and per department. You set how long recordings are kept.
Can we see what residents asked about before we started?
If your phone system is connected, you can import the last 30 days of calls.
How is it priced?
Per user. See the pricing page for current plans.
Import your last 30 days of calls and see what you've been missing.
No credit card. See pricing