Thursday, November 3, 2005

Help window could go online
If adopted, program would allow resident to to track handling of complaints

By LEROY STANDISH/Staff Writer

 

APPLE VALLEY — Got a complaint that Town Hall might be able to help with? Try using the Internet.

If the Town Council gives its nod of approval, residents will be able to log on to the town's Web site (www.applevalley.org) to get their grievances handled. The Web-based "customer relations management software" will allow people to submit their problems — from code violations to pot holes — directly to the town employee responsible for correcting the situation. It will also allow residents to track the status of their complaint as it works its way toward resolution.

"They can submit any problems they have and it's cool," Kathie Martin, town spokeswoman, said. "It is going to be a real efficient way for us and citizens to get stuff taken care of, so we are excited. It makes sure no one falls through the cracks."

The computer software under consideration is produced by Government Outreach. Martin said the company is willing to install the software for free, but thereafter it will be a cost of $750 a month for continued licensing.

If installed the system will provide residents who file a complaint a work order number. Using the number residents can check back at any time to find out the status of their complaint, Martin said.

Residents who do not have access to a computer can still call or write a letter to Town Hall. Their request will be inputted into the new system, and a staff person will either provide them with a tracking number over the phone or write them a response letter, Martin said.

"Right now our town manager's office has an Excel spread sheet," Martin said.

A resident's complaint is entered onto the spread sheet, a staff person is assigned to the problem, and they are required to respond as to how the problem was resolved or dealt with within 10 days.

The proposed new system "will put the request directly to the person assigned to handle it," Martin said. "It is just more efficient."

The same system is in use in Barstow.

"It provides the citizens with access to city hall 24-hours a day, 365 days a year," John Rader, spokesman for Barstow, said. "In the past, before we had the (customer relations management software) someone might call or send an e-mail or send a letter, and the employees may have had all the good intentions of getting back to the person but for whatever reason they fell through the cracks. That can't happen with this system."

Apple Valley officials expect the new software will also be used to track trends or allow town officials to input a single address and immediately pull up all town responses to that address. With the current system that would only be possible by laboriously going from town department to department checking and rechecking the one address.

An additional benefit to the proposed software is that the town will be able to notify residents of changes to services or new programs the town is offering that residents have shown past interest in. For example, everyone in the past who has inquired about adult sports leagues can be notified of new programs at the click of a mouse.

Town Council will consider the new software during its Tuesday night meeting at 7 p.m.

LeRoy Standish may be reached at 951-6277 or lstandish@vvdailypress.com.