The Citizen Request Center allows users to search the knowledgebase for answers to questions. If their question is not listed, they have the capability to ask their own question, which then would be added to the knowledgebase library.
IMPORTANT: If this is an emergency, please dial 911. If this is a non-emergency request that needs immediate attention, please call Police Dispatch at 925-973-2779.
How it Works
Citizens can enter a service request online at any time under the "Contact Us" link on any City web page or by clicking here. After a request is accepted, the system calculates the request turnaround time and generates a tracking number for the citizen to follow the progress of the request online. The request is automatically routed to the appropriate city staffer who reviews the request and consequently responds. All contact with the resident is logged in the system to ensure the request or issue is addressed.
In addition to providing residents with a better tool to communicate with the city, the program provides several other benefits to City management, including the collection, tracking and archiving of requests, as well as allocating a single point of contact for each possible issue. Department managers are also able to view their entire department’s productivity and responsiveness.
The CRM system accepts ANONYMOUS requests for some topics. Here is how you look up your response to the request if you submitted it ANONYMOUSLY:
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Benefits for Residents:
|The CRM platform also comes with a new mobile app. Please download here:|