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 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 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: