In case you aren’t familiar with AccessE11, they are a Citizen Issue Management software company whose products are designed for local government. In a nutshell, the software is a customer relationship management framework that helps your organization receive and more effectively resolve citizen concerns.
As you are aware, the citizen engagement software channel is densely populated with complex and costly solutions that are beyond the financial reach of many small Municipalities. AccessE11 is extremely easy to integrate into your existing IT infrastructure and can even interface with ESRI products.  I would encourage you to check out AccessE11 and find out what many municipal customers have already; they don’t know how they lived without it.