Streamline public space notifications

Problem statement

The standard procedure for creating and handling reports in the Public Space was mostly manual and not efficient. With the launch of Street View Online System The municipality of Drimmelen is no longer dependent on external sources or other channels, but a resident can report immediately and receive immediate feedback. The result is faster processing and clear communication to residents.

Create and resolve notifications faster

Our challenge was to be able to process reports that came in via various channels more easily and, above all, faster. For example, previously, all reports to the City Hall service desk by phone or email and social media all had to be entered manually. The result: longer lines and reports were often not directly linked to the right person within the Municipality.

One of the tools was the form that could be filled out on the website. However, it turned out to be possible to make improvements in efficiency here too; the form often did not contain enough information to efficiently solve the report.

Added value for residents & municipalities

First of all, we mapped out the entire current process and worked out each step. We then worked out what the process should ideally look like. For example, a user-friendly form had to be added to the website. All external channels and parties also had to be excluded from direct lines. With residents as a starting point, the process has been accelerated and made communicatively clearer and more sympathetic. In short, the system should include:

• Fast processing of the report
• Short switch to the right person within the Municipality
• Clear communication to residents
• User-friendly form on the website
• An app to report anywhere

Results

Thanks to the system's new way of doing things, it is possible to immediately make a report that is forwarded to the appropriate department of the Municipality and residents are kept informed of any developments. This saves time and it is much easier for residents to make a report. In other words:

• Residents are kept informed of the progress
• Standard times are more easily achieved
• Reports are resolved more efficiently
• The added value of the system has increased enormously due to cost savings
• User-friendly way to report

As a final step, the digital hotline was promoted in cooperation with the municipality. Almost every resident of the Municipality of Drimmelen should know that reports are sent directly to the digital hotline via an app. With the ultimate goal as many digital reports as possible from residents.

The fact that the product does its job is already evident from the fact that the municipality of Drimmelen wants to share its positive experiences!