1. How to Enhance Citizen
Service Systems
Jonathan Bolen
Assistant Operations Chief,
City of Alexandria

2. The transformation of local government to
meet the needs of 21st Century citizens while
performing with the level of resources which
are affordable is a challenge.
!
Government operating efficiently is vital to
the lives of every citizen and the well being of
the community as a whole.
!
Effective local governments insist on
customer satisfaction. They listen carefully to
citizens and restructure basic operations to
meet customer needs.

3. Complex Datasets
Lack of Easy to Interpret Data
Problems Facing Local Government:
Slow Response Time
Overwhelmed Staff
Accessibility
Government Silos
Public Engagement
Disconnect with Citizens

4. Key Points:
The citizen rather than the provider,
must be at the heart of planning
and delivery of public services.
Individuals must be able to easily
access services without having to
know or decode the structures
within the City.

5. How can local government be more
accessible to the population it serves?

6. Web:
• Free 24/7 online service
• Interactive website
• Report non-emergency issues
• Click on map and report an issue
• Find general information
• Create Service Requests
• Receive email notifications
Mobile:
• Free 24/7 mobile service
• Available for iPhone/iPad or Android
• Report non-emergency issues
• Collect custom crowdsourced data
• Create Service Requests
• Report issue locations with GPS
• Attach photos using your smartphone or tablet
• Integrate with Facebook and Twitter accounts
• Receive push notifications
AlexConnects: Support, Engage, Empower, Innovate
[Citizen Request Management (CRM) System]

7. FAQs
SUGGESTION COMPLAINT SERVICE REQUESTCOMMENTQUESTION
CITIZEN INITIATED INTERACTION
Q C S C R
SELF SERVICE/DYNAMIC
START A CASE
SUBMIT A REQUEST
AUTO ASSIGNED TO A
SUBJECT MATTER EXPERT (SME)
MANAGES MONITOR STATUSESNEED MORE FEEDBACK?
REPORTING/ANALYTICS FOR IMPROVED SERVICE
HAPPY CITIZENS
How Effective
CRM’s Work:
SOURCE: GovDelivery

8. CRM’s Enhance Government:
• Serve more citizens without increasing
staff
• Minimize the escalation of issues,
allowing department heads and
administration to focus on other tasks
• Eliminate redundant processes
• Assures issues are being addressed
• Reduce phone call and email inquiries
• Reduce operational costs per citizen
interaction
• Provide data and customizable
reporting for performance measurement
• Allow for better budgeting, resource
allocation, and work scheduling
CRM’s Empower Citizens:
• 24/7 self service
• Access to more information
• Ability to communicate about specific issues
• Builds trust
• Search for the answers needed
• Increased community awareness
• Opportunity for quick issue resolution
CRM Benefits:

9. Enables creative and
cooperative problem
solving.
Makes key information
accessible to all people.
Engages citizens to provide
useful on-the-streets data
governments need to act.
Assists monitoring
efforts that seek to
assess reach and quality
(meaningfulness, value).
Empowers citizens and
community groups to
propose solutions.
Promotes innovation
identifying areas for
joint action.
AlexConnects: Support, Engage, Empower, Innovate

10. How it Works:
Report an Issue & Track the Progress

11. Year 1 Results 2012 - 2013
Most Common Service Requests:
• Street light out/repair
• Smell Gas Inside
• Sewer Line is Stopped Up
• Limbs on Utility Line
692
Mobile App
Downloads
AlexConnects:

12. February 2013 LRAP Workshop - Using AlexConnects, an
inventory of existing bus stops was completed as part of an
analysis for the Bus Stop component of the ATRANS Improvement
Plan. This completed inventory provided essential data for proper
bus stop placement and designation. Furthermore, it provided up-
to-date and easily classifiable information regarding bus stop
improvements.
Crowdsourcing Applications
SafeAlex Neighborhood Watch - Using AlexConnects,
neighborhood watch members apply Crime Prevention Through
Environmental Design (CPTED) principles to make service requests
helping to reduce and prevent crime. For example, a well-lighted
street leaves fewer hiding places for burglars.
AlexConnects:NEIGHBO
RHOODCRIM
EWATCH
SafeAlex

13. How can government relay information
to the public in a user-friendly (visual)
manner thats relevant and meaningful?

14. First of the City’s new generation websites displaying information with a visual,
user-friendly interface so citizens can track project progress, assess value, and
become informed about project development.
!
FEATURES:
Reactive Web Design - easy to view on all screen sizes
Centralized Location for All SPARC Information
All SPARC Related Projects, including
- Before/After Photos
- Current Status
- Brief description
- Geolocation
- City District
!
Project information updated on a quarterly basis,
http://www.sparccommission.com/.
SPARC X: Innovate, Simplify, Improve, Inform

21. SPARC X: Innovate, Simplify, Improve, Inform
Unifies development
process and language
into a standard,
simplified, format.
Colors represent
project development
phase.
Reactive web design easy
to use on any size screen.
Data is disaggregated and
presented in a user-
friendly (visual) manner.
Empowers individuals
with easy access to
information making it
difficult for local officials
and service providers to
misinform the public or
divert resources for
improper purposes.
Offers greater clarity about
what is expected, greater
transparency about how well
that is delivered, and an
emphasis on accountability
for the results achieved.