Around the world, local and state governments use 311 and citizen request management software to manage the influx of citizen requests for non-emergency services. Requests for basic information about municipal services, reporting graffiti, broken streetlights, potholes, building violations, tree trimming, and sewer inspections, among other things, are some of the more common requests addressed by 311 services. And, as both technology and citizen expectations evolve, local governments must increasingly rely on comprehensive citizen request management software that include both online portals and mobile applications for their communities to place those requests.
What is a 311 and citizen request management software?
Municipalities, counties, and 311 agencies of all sizes benefit from 311 and citizen request management platforms because they enable all participants to be well-informed 24/7 while successfully servicing their communities. Naturally, municipalities and public works departments are the most frequent users of citizen request management software, which converts service requests into actionable tickets that are then forwarded to the appropriate individuals for resolution. The most advanced among 311 and citizen request management software also provide users with a mobile-friendly interface for submitting service requests, which greatly facilitates the process. As a result, civic leaders have the capacity to transform crucial conversations into trackable service requests for departments like public works and others, which helps to maintain accountability and transparency. Read on to learn more about some of the most important elements of a citizen request management software and what makes it so invaluable.
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The Civio 365 application by Gestisoft is a 311 solution that offers you a quick and preconfigured implementation to get you up and running quickly and on your way to success with the Microsoft Dynamics 365 application.
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Automated workflow
It is nearly impossible to personally follow up on every service request in a municipality with so many roads, streetlights, circulation lights, complex infrastructure and, of course, thousands of inhabitants... Fortunately, 311 and citizen request management software streamlines the process of connecting with all the relevant team members and informing citizens on their requests until the task is deemed complete. If you have access to the current status of each request, the system will automatically send reminders to employees on your behalf, resulting in a far more efficient request management process for everyone involved.
No more duplicated requests
A major advantage of centralized databases is that they allow governments to store all of their information in a single, coherent system, making it easier to prevent the occurrence of duplicate citizen's requests, which may clog up the workflows and make it all too easy to get tangled up in the swarm of diverse demands for the same problem while dealing with a variety of concerns all at once. By avoiding duplicate requests, governments will be able to respond much more quickly to citizen requests, seeing as their staff will be focused on prioritized tasks. As a result, the general population will be much better happy with the services they receive from their representatives.
Quick access to request history
The capacity to view the history of all the requests that have been made is critical to the operation of a well-functioning 311 and citizen request management software. Due to an overreliance on paper and manual request fulfillment in the past, obtaining request history and follow-up deadlines has always been a challenging task. In addition to putting unnecessary and excessive strain on government resources, the time and effort required to seek out paperwork across numerous agencies, locations, and file cabinets also undermined the public's faith in their government's reliability when those records weren't obtained on time, or at all. It is thus a great improvement that citizen request management software now makes it easy to view all request history in one place. This helps to improve every aspect of the process from the beginning to the end, from online request capabilities to complete history searches.
Data security
Personal information about thousands of people is protected by a 311 and citizen request management software system, which ensures that their data is safe, regularly backed up, and kept confidential. To make their infrastructure as secure as possible, the cloud service providers of citizen request management software make significant expenditures in security, personnel, software, and operational processes to ensure that their customers' data is well protected. Also, cloud services, in contrast to most in-house servers, make considerable efforts in analyzing and avoiding future risks, thus making them a far better option when it comes to data security.
The Civio 365 application by Gestisoft is a 311 solution that offers you a quick and preconfigured implementation to get you up and running quickly and on your way to success with the Microsoft Dynamics 365 application.
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As you can see, 311 and citizen request management systems give a plethora of benefits to both residents and governments alike, and these are only a few of the many advantages that 311 and citizen request management software solutions bring.
Treating your citizens as customers when managing citizens’ requests
The rate of change in today's society is accelerating as businesses throughout the world find new solutions to make their companies more efficient and to continue improving the service they provide to their clients. In this regard, putting the customer first is something that all successful businesses understand to play a vital role in improving the customer experience and increasing their trust and engagement; they also understand that failing to match the expectations of their target audience would result in a loss of not only revenue, but also confidence.
And seeing as customers are also citizens, they have developed needs for a similar tailored customer experience from their government, which has got to provide its citizens with the same amount of care that businesses do for their clientele. Unfortunately, in practice, the public sector frequently falls short of these expectations, causing irritation and an erosion of public trust in the organization's abilities. This is where 311 and citizen request management software come in useful, allowing governments to provide people with the same level of personalized care that companies provide to their consumers.
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Elected officials will have all the tools they need to serve their communities thanks to citizen request management software specifically designed for cities. For starters, the ability to transform citizen inquiries into internal work orders significantly streamlines the process and reduces the amount of time it takes to resolve a request. By encouraging collaboration among all of the internal stakeholders engaged in a work order, automated follow-ups with internal departments guarantee that service requests are fulfilled on time. At the same time, automatic follow-ups with requesting citizens guarantee that communities are kept informed and involved and boost public confidence in the government.
Better yet, all of this is handled through a multi-channel communication system, which includes voicemails, phone calls, text messages, web forms, chatbots, and good old-fashioned walk-ins. This not only provides a comprehensive solution for successful communication, but it also centralizes demands into a single, unified system. As a result, identical requests are eliminated, allowing city staff to avoid getting lost in a swarm of different demands for the same problem while dealing with a plethora of user concerns. Thanks to this, city employees, citizens, and elected officials have improved real-time insight into current work orders: they can check on the progress of citizen requests and even utilize analytics to better identify patterns, sentiment, and recurring issues in their municipalities. For this reason, 311 agents and field teams are able to respond to requests more quickly and successfully.
There are a lot of significant advantages for citizens as well. For instance, contacting their elected representatives would no longer be limited to a tiny window of time during the call center's operating hours, during which they would have to wait on hold and wonder if they would ever get through at all. A specific software solution will allow citizens to access their local government's online platform at any time of day or night, seven days a week to file complaints or make easily tracked requests for information, owing to the availability of the platform. 311 citizen request management software, which employ geographic information system software and document attachment functionality, let citizens provide photographs of damaged property, for example, or any other visual proof related to the issue in their requests. Meanwhile, the centralized system enables automatic, quick follow-ups on citizen requests via their preferred method of communication, providing them with more transparency into their government's problem-solving procedures and, as a result, increasing public involvement and satisfaction.
Why bet on Gestisoft as your transformation partner?
We understand the reality you encounter daily, as well as the human and technological challenges that an e-transformation project implies, having been in business for over 25 years and having amassed a lot of invaluable knowledge in the field of technology solutions. We have implemented hundreds of business tools across a wide range of sectors, and we understand how difficult it can be to share vital information across numerous teams.
As a result, Gestisoft developed the Civio 365 solution to assist you in swiftly implementing Microsoft Dynamics 365, a comprehensive citizen request management system geared to the reality of cities and the needs of their communities. We invite you to make the most of our specialists' knowledge and the expertise we have gathered via our team's various initiatives in collaboration with other cities in the past.
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