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89% Increase in Public Service Requests, Boosts Citizen Engagement in Anne Arundel County, MD

County of Anne Arundel

Anne Arundel County, MD

Looking to increase collaboration between residents and county officials, Anne Arundel County launched a 311 and citizen request management (CRM) solution. Officials saw an increase in resident engagement, providing the feedback necessary to make informed decisions on increasing the resident quality of life.

Topics Covered

Transparency
Process Improvement

Cost

Not available

Funding

General Fund/Existing Public Funds

Project Status

Operational since 2017

Gov Champion

System Analyst

Problem Addressed

The administration in Anne Arundel County wanted to provide a wide range of opportunities for residents to get involved and provide feedback to their local government.

It was crucial to them that Anne Arundel’s residents remained informed and engaged. Despite it being an important goal, the city’s current processes were not accurately capturing resident feedback. Requests were submitted from the county website or called in by phone. This left field staff and dispatchers struggling to close the loop with residents and provide accurate updates to their managers.

Solutions Used

To better capture community feedback and increase overall citizen engagement, Anne Arundel County adapted SeeClickFix, a 311 and Citizen Relationship Management Solution.

With simple-to-use reporting, management can see what’s coming in and what’s being handled by whom and how efficiently. With user-friendly reporting, management has greater visibility on request submissions and request management. As a result, they can better track which dispatcher is working on which request and just how efficiently they’re handling it.

With increased visibility comes a greater understanding of the most commonly reported requests. Officials can now better streamline work behind the scenes with an emphasis on the most commonly reported issues.

As a flexible platform, SeeClickFix was easily integrated with existing systems in order to streamline communication between various county departments and residents via the application. This allows staff to work out of familiar platforms while still keeping citizens in the loop on their request progress.

Outcomes

1

In the first year, residents submitted nearly 7,750 requests.

2

Because the system is accessible and user-friendly, there was nearly an 89% increase in requests for services, at a total of 14,600

3

To date, nearly 29,000 requests across 40+ public service request categories have been submitted.

4

With visibility of the most in-demand reports (on recycling containers, potholes, and missed curbside collection) staff can better prioritize requests.

5

Increased clarity helps managers better track staff progress and overall efficiency, which better informs their communication with residents

Something Unique

The county’s steps to increasing resident engagement are not exclusively seen in its software improvements. Officials have additionally vowed to revamp their 311 phone system so it’s easier to receive and route calls from residents.

Who Should Consider

Communities looking to obtain more citizen feedback to best inform policy decisions.

Last Updated

Apr 26th, 2022

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