Service Requests with Accountability

The City of Raleigh, NC is one of many municipalities around the country using SeeClickFix as a platform for citizens to report issues around the city in a convenient, transparent, and accountable way. Raleigh residents can access SeeClickFix from a web browser or from a mobile app and report problems on a public page (similar to a Facebook wall) including potholes, broken sidewalks, roadkill, graffiti, garbage, dangerous intersections, and even photos of a neighbor violating a city ordinance by parking their car in their front yard.

Every report gets posted to the “Issues” section, which is the first page every user sees when visiting the platform, and is marked as “Open.” Once a designated City employee views the report they will change the status to “Acknowledged” and post a reply that typically thanks the citizen for their report, provides a service request number, and says that they will post any updates. The employee will then later change the status to “Closed” and reply with a statement about what was done to fix the problem.

Alternatively, if the citizen did not provide enough information about the location or the problem itself, then the report will be updated to “Closed” and they will get a reply stating that there was not enough information.

Either way, even after an issue has been closed, the resident can reopen it if they do not feel that the problem was adequately fixed (or if they want to provide the missing information from their first try). Additionally, residents can vote for issues posted by other residents that they would also like to see fixed, as well as comment on the reports to add details or their own negative experience with the problem.  

By using SeeClickFix, the City of Raleigh is making a commitment to its residents to fix problems around the city in a timely manner. This public platform holds the City accountable for how well they honor that commitment because unaddressed issues are in plain sight for everyone to see. Its design is also both convenient and transparent because residents can make reports from anywhere they have internet access, and they don’t have to wonder if their report is just going to sit unopened in someone’s inbox or get lost in a stack of other reports on a desk somewhere.  SeeClickFix is a simple and straightforward way for citizens to make sure their cities and towns stay in tip-top shape, and I would not be surprised to see this platform continue to gain in popularity.

If you’re interested in using SeeClickFix in your community, click here.

 

Leah Price

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