Citizens on patrol

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WWW.SEECLICKFIX.COM

CITY: New Haven, Conn.
POPULATION: 130,000
TECHNOLOGY: Free, Open 311-based online portal for residents to report broken or missing assets
LAUNCHED: 2009
INTEGRATION WITH ASSET-MANAGEMENT SOFTWARE: $30,000 for development; $15,000 annual license fee
COMPATIBLE SOFTWARE VENDORS: Accela Inc., Active Network Inc., Azteca Systems Inc., Cartegraph, IBM Maximo, Lagan, Microsoft Dynamics, Motorola, Oracle
80 OTHER GOVERNMENT CLIENTS INCLUDE:

Coon Rapids, Iowa Dunwoody, Ga.
Oakland, Calif.
Raleigh, N.C.
Richmond, Va.
San Francisco
Washington, D.C.

CHECK IT OUT

Look for “Report an issue” on the left-hand side of www.cityofnewhaven.com/publicworks

  • Click “Report an issue.” You'll be asked to drag and drop an icon onto a map of New Haven, Conn.
  • Click “Report here!” A form already populated with the city's address opens. Type in a brief description, upload an image, enter your email address (“always kept private”), and click “Report your issue!”

The system prevents duplication because the screen also shows related reports, and the user may see that someone's already contacted the city about an issue.

What the software is doing at the same time

  • Report enters SeeClickFix and a service request is created; resident receives an email acknowledging the issue is “Open.”
  • The report is pulled into Azteca System's Cityworks and a work order is generated (usually within 24 hours of submission); resident receives an “acknowledged” email message that “potholes are usually fixed within two weeks”
  • When the work order is closed in Cityworks, the resident gets a “Closed” email.