HomeMy WebLinkAboutINFORMATION COMMITTEE - 02/01/2016 - RESIDENT SERVICE REQUEST SYSTEM Elk Grove Village
Information Committee
Monday, February 1
8:30 a.m.
Members Present: Chairman Chris Prochno, Member Sam Lissner and Member Jeffrey
Franke
Staff: Assistant Village Manager Maggie Jablonski
RESIDENT SERVICE REQUEST SYSTEM
Assistant Village Manager Jablonski presented an overview of the proposed resident service
request system. The Village would be joining a group of 13 other communities that worked
together to find the best solution for improving customer service to make municipalities more
responsive and foster accountability among community staff.
The service request system, provided through the vendor, Public Stuff, has two primacy
components: a knowledgebase, or FAQ,with an easily searchable repository of information that can
help answer questions and provide commonly requested information; and a service request system,
which assigns requests by category to Village staff members and facilitates communication with the
resident, as well as tracks and files each request.
The web-based interface would allow residents to interact with the system directly through the
website, Facebook, or an app on their smartphone; or allow Village staff to enter requests for
residents who prefer to call the Village directly. The system reduces transfers by providing
frontline staff with the knowledgebase to help answer questions, and eliminates lost or forgotten
calls due to the automated tracking system, which elevates requests if they are not resolved within
the predetermined time limit. Additionally,the system can reduce duplicative requests by allowing
residents to see certain types of nearby requests, which they can follow and comment on to be kept
in the loop as Village staff works on the issue.
Assistant Village Manager Jablonski walked through how a resident or Village staff member would
enter requests using the system.
Moving forward with the group of 13 other communities provides the Village with improved
pricing, and more control over future system functionality. The combined effort will also help
coordinate standardization for improved implementation at the community level and lays the
groundwork for future collaboration, such as shared service delivery or a regional 3-1-1 center.
MGP, the private partner of the GIS Consortium, has been coordinating this combined effort since
July, 2015 at no cost. To move forward, the Village would need to approve an agreement with MGP
to pay a portion of staff costs for helping to coordinate and implement this program, as well as a
contract with the system vendor, Public Stuff. The total first-year cost for this program is estimated
at$13,000,which includes $3,300 in start-up costs and approximately$10,700 in annual costs.
The meeting adjourned at 9:2S a.m.
Respectfully submitted by Maggie Jablonski,Assistant Village Manager
c: Mayor
Board of Trustees
Village Manager
Deputy Village Manager
Village Clerk