CITY OF TRACY LAUNCHES NEW CUSTOMER SERVICE INITIATIVE

 

Program Aims to Increase Responsiveness to Citizens’ Concerns and Questions; Maximize Worker Productivity

TRACY, Calif. October 6, 2004 – In an effort to help enhance communication between city government and its residents, the City of Tracy has launched a newand comprehensive electronic customer service program. The new program enables residents and city staff to improve their communication and follow through, providing an automated system for handling requests, both internal and external, as well as reporting tools for city staff to properly route phone calls and emails.

“This initiative enables the City to do a better job of communicating with the public, as well as coordinating internally to ensure that residents receive an appropriate and timely response to their request or issue,” said Zane Johnston, Tracy’s Interim City Manager. “We believe that by offering this program, we’ll be able to more effectively and efficiently work to find solutions for our citizenry.”

How it Works

Citizens are able to enter their requests online at any time under the “Contact Us” tab on the City’s website www.ci.tracy.ca.us.  These requests are automatically routed to the appropriate city staff person using software from Government Outreach, a leading online provider of customer relationship management (CRM) solutions for local governments and municipalities. Citizens will also be made aware of the turnaround time of this request upon submission. The appropriate city staff person will review the request and will follow up with the resident directly regarding their request. The city staff person will log all contact with the resident in the system to ensure the request or issue has reached a satisfactory conclusion.

In addition to providing residents with a better tool to communicate with the City, the program provides several other benefits to city management, including the collection, tracking and archiving of requests submitted, as well as allocating a single point of contact for each possible issue. City department managers are also able to view their entire department’s productivity and responsiveness. For departments such as Public Works or Code Enforcement, the system automatically generates work orders.

About Government Outreach

Based in Pleasanton, Calif., Government Outreach (www.govoutreach.com) is a leading provider of government customer relationship management solutions (CRM). Government Outreach focuses its offerings to cities, municipalities and special districts. Government Outreach was founded by enterprise software veterans involved in local government that have experienced the issues first hand. The product is offered as a hosted solution, requires no additional IT support and is available 24 hours a day, 7 days a week, 365 days a year. For information, contact (925) 292-2768.

About Tracy

The City of Tracy is the westernmost city in San Joaquin County, California, just miles from the San Francisco Bay Area. Tracy has experienced tremendous residential and job growth over the last decade due in large part to affordable housing as compared to that of the Bay Area. Current population estimates show Tracy has more than 75,000 residents.

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