ELORA – See a pothole? Notice a streetlight is out?
Citizens can now report concerns and requests for service directly on the Centre Wellington website.
Clerk Kerri O’Kane told council at its Sept. 27 meeting that staff have created a portal that links directly with the Cityview software system used by township departments to record and track service requests and work orders.
“It is the first step in the development of a one-stop service portal,” O’Kane said, adding the cross-department project was completed by staff with no extra costs incurred by the township.
O’Kane’s report identifies garbage, trees, roads, sidewalks, streetlights and signs, winter services, parks and trails and water as the most common requests for service.
With the new portal, residents can click on the “report it” icon on the home page, click on the appropriate category, complete a form, describe the problem and click “submit.”
They can also send photos to help explain their complaint.
The request is received in the Cityview system, logged, and a work order is generated and assigned to staff.
The resident will receive an automated email acknowledging receipt of the request. Staff may follow up with the resident if more information is required.
O’Kane said the plan is to connect to other service areas, such as bylaw enforcement, cemeteries, and dog and marriage licenses in the future.
The advantage to staff is that all requests for service are logged and the software will generate data such as how long it took to address a concern.
Councillor Kirk McElwain was concerned an automated system could create a barrier to direct communication between residents and councillors.
“Constituents expect me to get back to them,” McElwain said. “With this, I’m out of it.”
“This is a more efficient way of taking service requests,” O’Kane replied.
“I would submit that you will receive your share of complaints outside of service requests.”
Dan Wilson, managing director of corporate services, said citizens still have the option of phoning the township to lodge their complaint.
“Person-to-person contact is still there,” he said.
Mayor Kelly Linton thought it would be a great improvement to customer service.
“We can track what sorts of concerns there are in regions or wards. It’s being deliberate about customer service. I see it enhancing interaction with citizens,” Linton said.
“Then we can talk about performance measures and keep getting better. This is an innovative approach.”
Councillor Stephan Kitras called the initiative “fantastic.”
“This is a rare time I agree with you totally,” Kitras said to the mayor.
O’Kane said staff will work on a reporting structure, so council can be kept in the loop on how the portal is working.
