Accept, manage, track, and route citizen service requests from a centralized, secure website

Features

• Web-based for easy access 
• All complaints stored
• Automated multiple email notification on all complaint activity 
• Internal complaint routing to appropriate department 
• Link multiple occurrences of same complaints 
• Comprehensive secure web-based reports available 24/7 
• Imports your street database for instant identification 
• Add unlimited complaint types 
• Knowledge Base Function
• Reports by streets or districts 
• Auto-complete entry
• Visual Mapping with GIS data integration
  

Easily and immediately collect and manage non-emergency and/or 311 information

Consider this possible scenario:

3:07 PM- A citizen needs a service - a pothole repaired. He logs into the 311 system to notify non-emergency personnel. The QAlert system allows the citizen to enter the location and description of the pothole. The built-in geographic information system assigns layers of geodata, such as the street number and the location of the pothole, and that data is stored with the communication in the database.

3:45 PM - Differentiation is made between a nuisance pothole and one that presents a safety hazard. Notification goes to the correct department via two-way pager, email, and/or cell phone. The pothole is deemed in need of repair and crew is sent out.

5:00 PM - Supervisor closes complaint as fixed. The system automatically notifies the citizen of any changes in the routing of the complaint, including closure, keeping him informed of the action being taken.

Benefits

• Citzens can quickly and easily report complaints and service requests directly to the departments responsible for the resolution.
• Completely Web-based with an interface for the public and your staff to enter and manage service requests.
• QAlert runs in your Web browser allowing instant and secure access to service request information from anywhere 24/7.
• Centralized management of service request data allows you to respond to and resolve requests more rapidly.

"QAlert has centralized our complaint center, which in turn greatly improved our efficiency in handling service requests. As a result, our overall citizen service has improved. Our complaint and service request information is aggregated in one easy-to-access database. QAlert allows our department to be more proactive, easily sharing service request information between departments and our citizens."

Mayors Office
City of Danbury, CT
Read the Danbury Case Study
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