Gilbert, AZ Turns Potholes Into Praise with SeeClickFix 311 Citizen Relationship Management Software

What Was the Problem?

Receiving feedback from citizens has always been a priority of service. One of the best ways to receive feedback comes through the use of a 311 service where citizens can request fixes and alert community leaders of any problems that need to be solved. Unfortunately, however, what should be a straightforward process can be incredibly complicated. From unclear forms to slow response times, the previous 311 system used by Gilbert, Arizona, created communication gaps that stifled communications leading to unclear requests from citizens and responses from leaders. From blank text boxes to missing fields for citizens to list their contact information for a response, the City’s previous process for gathering citizen requests was inefficient and didn’t enable positive civic experiences. In particular, the City’s previous system was designed to enable the forms to streamline administrative operations. However, they lacked intuitiveness for citizens at the point of interaction.