2nd of 7 Things We Can Do – To Improve Government Service

2. We should centralize our citizens  inquires and manage them so that all information is located in  one place, accessible to anyone. 

When we process calls or emails from citizens  we should want to maximize the effect of response.  We need an unique identifier to assign each citizen as we (the city) accumulate their concerns and our responses while transferring between departments and staff members. A clear, complete history of citizens interactions should be maintained so the end-user has continuity with all others, who have had input. Having centralized case management of citizens inquires that is accessible to everyone in  is just good business and encourages citizens satisfaction. Plus it really keeps city staff and Supervisors  in the loop with City departments. 

1. Create a simple go site on-line to post questions and access topic status --

Citizens are well-served by a simplified access point for the most frequently asked questions with answers/status for the most popular topics. Establishing a website to address the status of popular topics of concern to the community could be easily programed, and would be appreciated by constituents given the ability to quickly find information on-line. Formatted correctly, a user-friendly website will reduce the number of phone calls and emails that agency personnel currently respond to, and the integrity of communications disseminated will be better maintained since standard responses are posted and taken from a common source. This would help reduce labor costs.