iWorQ Citizen Request Tracker is an easy-to-use Internet application that allows cities and counties to accept citizen requests from their homepage. Citizens can submit a request, check on the status of their request, and the city or county can make sure that the citizen request is taken care of properly.
A few of the features of this service include:
- Requests are done simply by a form on your government site.
- Resolve complaints quickly.
- Categorize complaints and find trends
- Generate work orders and tie order to the request
- Search requests quickly
- Free tech support
In addition to the tracking request, agencies can post frequently asked questions (FAQ’s) by category, and receive general opinions. This is an efficient way to communicate with any citizen. The iWorQ Citizen Tracker has automated email to deal with opinions as well as the ability to email the requests.
Each request can be used to generate a detailed work order. The Citizen Request Tracker works great with the iWorQ Work Management Application.
Citizens can revisit the website to track the changes to each request. This process will show the citizen you are committed to customer service.
Search the request to determine how many of them fall into a certain category, or create a custom report to analyze the total number of request for a department or project. With detailed searches, and custom reporting the agency will have the information needed to make important decisions on how to better serve the community.
iWorQ Citizen Request Tracker has custom fields, customized user settings, custom reports and custom screens that give you control of the input, and output information.
The Citizen Request Tracker comes with a citizen web interface or portal. The portal can be added to the agencies homepage with a simple link or button. A homepage link is an integral part of the Citizen Request Tracker, agencies can simply put a link on their homepage and allow citizens to send a request, these requests are documented and a citizen can track the status of the request using a generated request number. iWorQ Systems makes this process simple.
Why use Citizen Requests Software
Agencies are inundated with requests from other departments, citizens, elected officials, and managers. With no standard process, these requests become impossible to track and many will fall through the cracks. Recently, a city manager admitted that the request forms on their city website were being sent to nobody, and that request had not been looked at for several years.
This is where iWorQ can help agencies track internal request from other departments, elected official, and managers. This is done using two iWorQ solutions. First, agencies can build a service request form in iWorQ and provide a link on the agencies Intranet. When the request is submitted an email is automatically sent to the department or person responsible. With a secure login, each person can complete a request and enter specific notes. Managers can search and report on how well requests are being handled.
Service Request Mobile App
iWorQ has an Android or iPhone application, that can be download to your mobile phone. This mobile application can generate a service request from the field including a picture and an X,Y coordinate. Once the request is submitted by phone, iWorQ allows the request to be managed using the same process outlined above. One of our clients uses an internal form to submit city vehicle service requests, these requests are scheduled and tracked in our iWorQ Fleet Management solution. Nobody has a better solution for managing internal requests.
iWorQ’s request forms are dynamic, and can easily be customized to track any type of request. With a simple link on the city or county website, citizens and customers can submit a request and track the status of their request with a unique number. Agencies can have one link for all the requests, or each department can provide a simple request form. The iWorQ solution comes complete with automated emails, complete tracking, management reports, web-based access and unlimited users. How simple!
iWorQ clients use the service request solution to record phone calls. That means agencies can customize a form for tracking and managing phone calls. This 311 solution provides web-based access to anybody answering the phone, and each request is automatically emailed to the person responsible. iWorQ has the perfect 311 solution.
Finally, iWorQ’s Mobile Application can be made available so any citizen with an Android or an iPhone is able to submit a request. This might seem crazy, but government agencies can reduce their liability by providing tools for services request to be submitted and managed.