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Active Citizen Request

Active Citizen Request. June 27, 2011. What is ACR?. A network-based software program for routing, tracking and managing all customer requests and inquiries, and ensuring the right person handles that inquiry in a timely manner. Has both internal and external uses.

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Active Citizen Request

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  1. Active Citizen Request June 27, 2011

  2. What is ACR? A network-based software program for routing, tracking and managing all customer requests and inquiries, and ensuring the right person handles that inquiry in a timely manner. Has both internal and external uses. Allows any town staff member to quickly get the ball rolling toward resolving an inquiry.

  3. Who uses ACR and how? All town employees – to log cases and keep track of requests from the public, to manage tasks and workload. Managers & Supervisors– to monitor employee workload, to ensure that work is being completed within certain timeframes, and that issues do not fall through the cracks. Managers/Senior Management – to generate reports, monitor organizational performance, monitor trends, and identify problems. Citizens– to log issues through the Town website, or through phoning CSC, and to track their issue through to completion. Demonstration

  4. Reporting Capabilities Rich graphical views on request types, close rates, etc. Metric reporting which can be customized to measure what we are interested in measuring Trend analysis and performance measurement Measure results and identify trends such as recurring requests, problem areas, call volume, and customer satisfaction levels.

  5. What is Knowledgebase? Database of corporate knowledge in Question and Answer format Allows the town to capture and organize knowledge in a single repository Immediate access for call takers to pertinent information Minimization of call transfers – customer is provided with information on the spot

  6. How will ACR & Knowledgebase benefit our citizens? Consistent and accurate information and answers Improved quality of service Self-service options with web-request submission, and ability of citizen to track request Customer is assured that their request/inquiry will not become lost or forgotten

  7. How will ACR & Knowledgebase help us to improve as an organization? Records and captures information required to improve service delivery Eliminates duplication of efforts and streamlines processes Built-in workflows and escalations ensure effective and timely issues resolution Useful for performance management and improvement

  8. Questions?

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