Case Study: Village of Bensenville achieves faster, more transparent citizen service and saves 150+ staff hours with Tyler Technologies' Munis 311 Citizen Connect

Village of Bensenville - Customer Case Study

The Village of Bensenville, Illinois—a 18,000‑resident local government and 3.5‑year Tyler Munis client—faced fragmented, manual tracking of citizen service requests with no central place for residents or staff to check progress. The village needed to improve communications and trust, speed response times, eliminate redundant workflows, and better allocate limited resources.

Bensenville implemented Tyler’s Munis 311 Citizen Connect integrated with Munis work orders, service orders, permits/violations, dashboards and escalations in a phased rollout, creating a virtual call center and a single point of data entry accessible to staff and external partners. The integrated CRM standardized processes, eliminated lost requests and multiple handoffs, and saved more than 150 staff hours annually while cutting status calls by 50% and significantly improving transparency, response times and customer service.

Village of Bensenville

Tim Sloth

Finance Director, Village of Bensenville, Illinois