CITIZEN REQUEST MANAGEMENTThe new GovQA CRM system allows the City of San Ramon to increase citizen access to information while improving communication with citizens and meeting their demands 24/7. The citizens will have access to a growing knowledgebase library and the option to submit a service request from both the City website and a CityWide Mobile app available to both Android and Apple devices.
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: Because this is a completely new CRM system, previous CRM users before September 10, 2014 will be asked to set up a new profile (username + password) when you enter a new request.
Requests that were entered before September 10, 2014 were input using the old CRM system; please continue to use the link provided in the initial email you received. The City will close out requests in the CRM system that was originally used. Please contact us at firstname.lastname@example.org if you need assistance with an old CRM request.
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.
Benefits for residents:
|The new CRM platform also comes with a new mobile app. Please download here:|