Technical Changes Improve Request Tracking and Enhance Resident Communication
This case study highlights past, current and intended future use of SeeClickFix in Corona. The study investigates the internal and external shifts as well as technical and process changes that contributed to a dramatic growth of service requests in 2014 while streamlining government and resident communication. We spoke with Daniel Rittatore, Economic Development Manager with the City of Corona, to learn more about some of these changes.
- Service requests entered through multiple entry points
- Various departments use different work order solutions
- Resident communication is manual and tedious
- All service requests have one entry point
- Multiple departmental participation and service request management
- Use the SeeClickFix API to generate automatic communication
- Complete request management
- Automatic Routing
- Branded mobile application
- Dynamic, interactive map widget
Why Did Corona begin using SeeClickFix in 2010?
Daniel: Originally the SeeClickFix application was a method to build on our communication efforts with constituents. Economic development implemented a communication arm to relay information to business and residential communities stimulating the local economy. We divided communications information to [business and residential communities]. We built a website, started newsletters, and used social media to get the word out. The community positively responded to this engagement so we began making our communications efforts more robust. SCF was one of the first tools that offered value to the departments and community.
Did Corona use any other service request tracking systems? Explain any challenges this caused.
Daniel: At the time the city of Corona was utilizing a program built in-house (Crossbow) to collect and assign work orders to the appropriate departments. The departments used this program for many years. SCF was a redundant way to receive input from our community. It did not create any ‘requests’ per say, but it raised some eyebrows at first as departments were not sure how it was going to work. IT worked with economic development to learn more about SCF to see how it would work with their current Crossbow system.
Since early 2014, we’ve seen a huge shift with how the City of Corona and residents interact with SCF. These kinds of dramatic increases point to major changes within government, service request tracking, and communication with residents.
What happened internally during this time?
Daniel: In 2014, the city of Corona chose to eliminate the forward facing Crossbow widget and replace it with SCF. The SCF widgets we were using on the social media and communication outlets worked so well the IT team decided to implement them as the City standard. The departments gained acceptance of the platform after some training to illustrate the site, backend and results. They learned it was a tool to help, not harm them. That is when the city of Corona fully became entrenched with SCF. This standardized all our entry points for service requests from the community. This is the primary operational difference, which directly correlates to the 2014 increase in SCF requests.
The biggest shift in use has been the SCF is being embraced by the field crews and support staff. Leadership supports the program and now staff work closely to acknowledge and close requests. There have been specific procedures set up to respond to service requests. ~ Daniel Rittatore, Economic Development Manager
What departments began using SCF in 2014 that did not previously?
Daniel: When Crossbow was the sole method to capture and produce work orders, some departments chose not to utilize SCF. Since changing the entry point of the service requests, Public Works, Park Maintenance, Department of Water and Power, and Code Enforcement work directly with SCF on the backend. These divisions all receive SCF service request email notifications.
How did connecting into our open API help facilitate these changed? How did this improve communication and response time to resident requests?
Daniel: Prior to implementing the API, staff had to log in to the SeeClickFix website and perform all actions manually; the API allows our in-house Work Order Management System to communicate with SeeClickFix automatically. Comments are automatically created, eliminating manual input from staff.
The integration with the SCF platform and our in- house platform allowed information from both platforms to be available to staff. Things that might not have been clear from either platform individually were made clear, streamlining the process and allowing a more timely distribution of information between staff and residents.
Explain your outreach and marketing efforts during to increase visibility of this resident service:
Daniel: SCF was a great tool for the City to incorporate in 2010 because our communication efforts were fairly new and were looking for new and exciting opportunities to boost engagement. The residents slowly took notice but it was limited because we were building from grass roots whereas the City website was the gorilla that got the bulk of the site visits. We continued to market the SCF tools and slowly people began to share our articles, share the value, and show that the City responds to resident requests. Throughout this time, economic development made sure all departments were worked diligently to address requests. I personally would acknowledge, communicate, and close items on the SCF site. It was a lot of work at first but slowly got better as we all understood our roles in the chain of communication with the resident or business.
This led to the local newspaper picking up our article and doing a full story in the Press Enterprise. The exposure has taken off as the Council’s participation in SCF has dramatically increased exposure
Across all municipalities, graffiti accounts for nearly 25% of service requests. In Corona, this number is just under 50%. Can you describe the graffiti removal program in Corona and how SCF has helped to tackle these requests?
Daniel: The Graffiti Removal program in Corona is by far the best in the region because of the staff that run the program. They take their job seriously and own it. They do not have the easiest tasks, especially if the graffiti is in an active gang area. The program has been affected by budget constraints in years past but they continue to remove the bulk of graffiti requests within 24 hours. Part of the program is to develop and apply anti-graffiti textures to the block walls surrounding their developments. This has helped expedite graffiti removal and costs. The bulk of SCF requests are for graffiti in Corona. This is something our community takes seriously as they believe their property and neighborhoods are valuable and must be maintained.