Explore SeeClickFix 311 CRM: Resident Self-Service and Automated Communication

We transitioned to CivicPlus last year. Now we can record immediate results. We are receiving approximately 10,000 requests every quarter.

We want the best website, we want to drive to that goal. The goal is to win the best website of the year award. That is the stated goal, we may not win it, but that is the intention.’ We wanted it to look the most professional; we wanted it to have cool things that happen aesthetically; we wanted the design team to feel free to step out of bounds and try new things with us. We were not looking for an out-of-the-box solution, we wanted to push the envelope a little bit and present something cutting edge, because our residents would be receptive to that. Our residents are excellent in their careers. They’re sophisticated in the work that they do, and they expect to see that same level of excellence from their local government. We wanted to meet that level of expectation; it was the stated goal from the beginning.

Getting people to find and download the app and being able to report issues to their government, I think, is incredibly important. So is being able to meet the residents where they are— on their phones. They don’t even have to go to our website to navigate there. They can just put the app on their phone, and when they’re out and about in the community, if they see something, they can reach right out and let us know so that we can get it resolved.

We are making great strides toward becoming a digital community to better serve our residents. The addition of the Newark Connect application will empower residents to access government services through their smartphones and enhance our efficiency. Stronger use of technology is helping us create a safer, more collaborative and empowered Newark.

The City of Elkhart was seeking an opportunity where its constituents could experience a ‘one-stop-shop’ where customer service and staff could be held accountable for its services. Elkhart is a City with a heart that takes priority in addressing each concern within 24 hours, and [CivicPlus] allowed us the opportunity to provide better communication, services, and connections with constituents of Elkhart.

During a storm event, when staff is sitting in our emergency operations center looking at SeeClickFix issues coming in, we use the data to triage requests and walk high priority ones over to emergency management staff.

The beauty of SeeClickFix 311 CRM is if you’ve got the app, it geolocates you and will instantly let you know if you’re in our jurisdiction, or somebody else’s. It helps educate a resident about where they’re standing in relation to who handles it, giving them the power to easily report and notify the right people. On the other side, it gives park staff a greater level of efficiency.

I think public works directors are looking to try to figure out a way to branch between their roads and their traffic and their sewer and stormwater. At least here, that was our goal. We wanted one unified system.

We wanted to be able to connect residents directly to the staff that were going to address their concerns so issues could be resolved as quickly as possible. We needed a tool to help us achieve our goals and meet our responsibilities.