Friday, June 29, 2007

City of Duncanville launches online Citizen Action Center

By Staff of TODAY Newspapers

Duncanville TODAY

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Getting in touch with the city is now easier than attending a council meeting or awaiting a return call from a city employee.

Duncanville has launched a web-based Citizen Action Center for residents.

First presented to council at its annual retreat last September, the idea to bring such a resource to residents was presented by At-Large Representative Dorothy Burton.

Now a reality, CAC allows residents to obtain information and get involved with the community.

Not provided by Duncanville TODAY

The necessities of a long-lasting online community.

Residents can ask questions to city staff, report problems within the city and submit requests for service. The CAC also lets residents check the status of their questions and requests.

The center is open 24 hours a day, seven days a week — providing the city with feedback, reducing incoming calls and e-mails, improving consistency in answers and centralizing processing of requests over the counter, phone or web.

It can also provide detailed reporting across departments; insight for residents’ concerns and it has the ability to contact or alert residents as needed.

“I am excited that this system allows the city to enhance our customer service efforts,” Assistant City Manager Jeanne Fralicks said. “If a resident calls in or doesn’t wish to utilize the Citizen Action Center, we don’t want them to be lost in a voice mail system or transferred to another department. With the Citizen Action Center, all employees will be able to access the system to find an answer or submit a service request on (residents’) behalf.”

The CAC consists of five main functions to make contacting city officials easier. It serves as a tool to find answers to frequently asked questions and a list of facts about the city, to send an e-mail to staff members with a specific question, to make a service request or report a needed repair and to check status of questions or requests.

The site has different areas so users can navigate their way around it easily, according to Fralicks.

By clicking “Find Answers, My Area, Submit a Question, Make a Service Request or My Duncanville,” users can browse the areas of their specific interest.

“I am confident that citizens will be pleased with this new tool for contacting the city,” Fralicks said. “The Citizen Action Center is extremely easy to use for both citizens and staff.”

Residents who wish to access the website may go through the city website at www.duncanville.com or go directly to the site through www.mygovhelp.com/DUN CANVILLETX.

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