Engage Your
Community

Citizen Complaint
Management Solutions
 
 

Provide efficient, streamlined, online solutions for neighborhood concerns.

 AVAILABLE ON ANY DEVICE

Allow citizens to self-report non-emergency issues from anywhere, at any time while automatically capturing location data and photos.

 SUBMISSIONS OPEN 24/7

An online portal provides easy access to citizens, regardless of their schedule, lightening the load on administration and call-centre resources.

 AUTOMATED WORKFLOWS

Notifications, reports, follow-up, and communication can all be automated through the system to keep your resources focused on high-priority issues.

 THE RIGHT REQUESTS

Our solutions come with a number of pre-configured service request types like burnt-out streethlights, potholes, garbage issues, and we can easily configure the exact types you need.

THE CHALLENGE OF INCREASED OVERSIGHT AND ACCOUNTABILITY

Provincial governments across the country are placing a new level of accountability on City and Municipality administrations for the management of citizen complaints. Ontario has passed Bill 8 - the Public Sector and MPP Transparency and Accountability Act - which will come into effect on January 1, 2016. Other provinces are looking to follow suit with the implementation of legislation that provides local accountability officers that report back to local or provincial ombudsmen. City and municipal administrators need to be able to track and report on citizen issues with ease to provide a defensible position for possible inquiries.

    • Tracking complaints
    • Efficiently delegating requests
    • Communicating with Citizens
    • Working with local accountability officers
    • Reporting to Ombudsman

Adoxio Citizen Complaint Management Solution

By moving the submission, communication, reporting, and follow-up of non-emergency services to a centralized complaint management portal, administrators can improve the resolution of issues while providing transparency and accountability to citizens and local ombudsmen.

Submission

Citizens easily submit service requests

  • Citizens submit requests from any device – desktop, tablet, or phone
  • Tablet and phone devices transmit a picture of the issue and their exact GPS location data
  • Email and phone numbers can be captured to provide automated updates
  • Online portal is available 24 hours a day, 7 days a week with no city resources required
  • System can scale dynamically to meet request load for busy times

Tracking

Items are efficiently prioritized, delegated, and completed

  • Complaints are categorized by the citizen when they submit
  • System checks for a duplicate requests to increase priority
  • Specific categories of requests are distributed to the appropriate teams automatically
  • Requests can be displayed on a map for efficient handling
  • System is available to teams on any device out in the field

Resolution

Communication happens in real-time

  • System automatically provides updates as teams mark tasks complete
  • Update workflows can be smartly triggered to other dependent teams
  • Citizens can be notified by email or text when their request has been marked complete
  • If an issue still exists, tickets are easily re-opened
  • Re-opened tickets can be escalated with photo and location data attached

Satisfaction

Satisfaction goes up

  • Requests only take a moment with no on-hold or wait times
  • Submissions can be received whenever is convenient for citizens – day or night
  • City administrators have more time and resources to focus on resolving requests
  • Multiple levels of reporting are available to ensure no requests are lost
  • Citizens receive ongoing communication and can check on their requests

How A 311 (Complaint Management) System Works

Complaint Management Walkthrough

WHAT OUR CLIENTS ARE SAYING...

We’re able to respond more quickly to our citizens while greatly reducing our costs.” Becky Jo continues, “Having the power of Microsoft Dynamics CRM and Adxstudio Portals has given us the opportunity to reinvent ourselves as a 311 organization, and that’s really important to keep our services relevant in this day in age. I hope other 311s can benefit from what we’ve achieved with our platform.

Becky Jo,
Grand Rapids Michigan

”We are completely focused on delivering excellent customer service to the taxpayers of thiscommunity,” said Mayor Andy Cook. ”By using technology like that found in the WeConnect portal, we can easily improve the way we address issues that matter to our neighborhoods and businesses.”

Mayor Andy Cook,
City of Westfield

CASE STUDY

Hillsborough County

The County of Hillsborough wished to implement a self-service online non-emergency management system as the foundation for transformation of County services. Their new system needed to provide vast gains in citizen interaction for both County CSRs as well as the citizens in the county. Improvements in visibility and turn-around times were also critical to the project.

Based on the transformation, the expectation was that the County’s workload was going to grow and that there would be greater demand for County services. This would increase pressure on budgets, and Hillsborough was faced with a recurring government theme: “do more with less”. The county moved forward with these objectives for their system:

  Improve service to citizens by simplifying how citizens access County services, providing consistent and correct information and increasing the number of calls resolved by the first County representatives reached by the citizen

  Create efficiencies that support staff to better manage routine calls and allow operating departments to focus on more complex work and provide more one-on-one time with citizens who require it

  Provide ongoing cost savings as compared to the current cost of handling an increasing volume of calls

The Adoxio team worked with the County to implement their non-emergency management system based on a Microsoft platform that allowed the County to leverage their existing investment in Microsoft and continue to utilize the Microsoft Stack within County.

The County’s main focus was to simplify access to its services and information. The system is designed to enable citizens to obtain the information and services they need the very first time they contact the County, regardless of the channel they choose to use.

The system features multi-channel intake capabilities meaning that citizens will be able to contact the County by phone, web, fax, email or in person to access information and services. The modern abstracted architecture that supports multichannel intake also means that citizens will be able to contact the County through new channels such as digital TV as they become common vehicles for communication.

The County’s last goal was to create a valuable management tool that included reporting capabilities to provide County staff and elected officials with service delivery metrics and map based reports that will provide insight into what changes in business practices and what resource allocations are required to bring about service excellence.

All of this and more was delivered through a powerful solution by the team at Adoxio.

Do you have Questions? Would you like a Demo? Give us a shout.