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CRM

CITIZEN REQUEST MANAGEMENT

In an effort to help citizens easily request city services and keep track of their requests, the City of San Ramon launched a comprehensive electronic customer service program on our website in January, 2005. The Citizen Request Management program enables the city to do a better job of communicating with the public, as well as coordinating internally to ensure that residents receive an appropriate and timely response to their request or issue.

How it Works

Citizens are able to enter a service request online at any time under the "Contact Us" link on the city’s website home page or by clicking here. These requests are automatically routed to the appropriate city staff person using software from Government Outreach, the provider of the customer relationship management (CRM) solution. City staff will also enter into the web-based program citizen requests made via the phone, in person or mail. Citizens will be advised of the turnaround time of requests and receive a tracking number. The appropriate city staff person will review the request and will follow up with the resident directly regarding their request. The city staff person will log all contact with the resident in the system to ensure the request or issue has reached a satisfactory conclusion. The citizen can follow the progress of the request online with the tracking number.

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. City department managers are also able to view their entire department’s productivity and responsiveness. The system automatically generates work orders for the Department of Public Works, and the code enforcement section of the Building Division.

MOBILE APPS: GOREQUEST

Residents increasingly expect mobile access to local government, and GORequest Mobile offers them a simple way to tap right into the City of San Ramon and quickly submit a request while they are on the go. A picture is worth a thousand words – with GORequest Mobile, a photo and the GPS coordinates allow us to efficiently find exactly where problems are occurring and fix issues. We can save time and money while improving service; offering 24-hour service through the iPhone, Android phone, any smartphone, web, email, and phone.

As our residents rely more than ever on their mobile devices, on-the-go access to the City of San Ramon is an essential part of our commitment to customer service. GORequest Mobile enables us to offer completely integrated around-the-clock connectivity.

Benefits for residents:

• Easily report about issues like barking dogs, abandoned vehicles, overgrown trees, unsafe sidewalks, graffiti, or potholes wherever and whenever they prefer
  
• GPS and camera features built into the mobile devices make it simple for residents to send the City a photo and location of the issue
• Easy for residents check the status of issues reported, even if you reported them anonymously
• Issues go directly into the GORequest customer service system and are automatically delivered to the right staff member - no need for residents to go to city hall or sit by a computer.

iPhone App Store