Borough Officials Consider Citizen-Request Management System

The system will act as a virtual help desk for residents, directing complaints to the proper departments and keeping all parties involved up to date.

Officials in Naugatuck, Connecticut are considering a new computerized system, which would make it much easier for citizens to report nagging problems such as potholes that the borough is responsible for repairing. Officials heard a presentation on Tuesday from QScend Technologies of Waterbury. QScend has designed a citizen-request management system, which provides a means for the public to submit service requests over the phone or online.

President and CEO of QScend Technologies, Keith LeBeau said the totally computerized system would allow residents to find answers in a timely fashion, track the progress of their complaints and interact with staff. “It really builds efficiency and improves civic service,” said LeBeau. The system is a virtual help desk for residents.

It takes complaints online or over the phone and makes sure the information gets to the correct person – the street maintenance department would receive complaints about potholes, for instance. More importantly, the system makes sure the calls are followed up on. The person who originally filed the complaint is kept up to date and notified when the problem is resolved.

The system aggregates all complaints into one database that all borough departments have access to. Department heads stay in contact with each other, through the system, about the status of those calls and all pertinent information is stored in one place for all department heads to see. Most members of the Joint Boards of Mayor and Burgesses and Finance said they like the idea. However, no decision to approve the system was made on Tuesday night. Borough officials will consider the system during the next budget session.

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