Citizen requests and complaints can be the most rewarding or the most painful part of any county or city employees job. Which of these you experience depends on many factors. Positive attitude is great, but it only goes so far.
To handle citizen requests and complaints, you need:
- Dedication: For most citizens, the local government employee who answers the phone IS their local government. They need to understand that you have their welfare in mind.
- Patience: Citizens can be unclear, hard to understand, and/or angry when they call.
- Diligence: Effective response to a citizens legitimate request or complaint may involve a number of city/county employees and may take days or even weeks. Someone must stay on top of the resolution process
or things will fall through the cracks.
You have to provide the first two. We can help you with the third.
Town Square Software focuses exclusively on citizen support software for state, city, municipal and local governments. We have developed three powerful, web-based (ASP.NET) programs that can help you manage requests and complaints.
- eCivicall, is a web-based program that tracks citizen requests and complaints from initial contact (by phone or your website) through resolution and sign off by management.
- Open Access Records System (OARS). This new systems has been designed with the specific requirements of Pennsylvania's new open records law in mind.
- EOC-Call, designed for Emergency Operations Centers. EOC-Call, developed in conjunction with a city in Florida, was written specifically to be NIMS compliant.
Our software will ensure that:
- All citizen calls are handled properly and promptly
- Your city, borough, or county saves money
- Elected officials know exactly what is being done to support constituencies
- Elected officials and management are better able to focus resources on needed areas