Streamline and digitize the public space notification process

Problem statement

The municipality of Geertruidenberg receives daily reports about public space from various sources, such as by email, post or telephone. This includes, for example, a report about a broken pavement tile. The challenge is then to process this information as quickly as possible and to send it to the responsible department within the municipality.

Due to the use of different systems, it was not always clear which department was responsible, so the processing time of the report took longer, even without providing feedback to the reporter.

After the relevant department received the report, it happened that the report was incomplete because there were no minimum requirements for making a report. In addition, this information was often printed or forwarded to the therapist or field service, so delegating and controlling the tasks performed proved to be a challenge (not optimal use of employees and equipment).

Throughout this process, the reporter was not kept informed about the developments. Residents had the idea that the municipality did nothing with a report while the municipality was busy working on the report. In addition, the problem was that no reports and insights were available to further streamline the various departments and to organize them more efficiently.

Solution

By using Street View Online developed by Solid Digital, all problems were identified and developed in a plan of action. So that the challenges could be overcome and the software could be configured to meet all requirements and wishes.

Possibility to report and clear communication

By providing an independent report form with the municipality's corporate identity, no complicated integrations are required and the report form can be placed quickly. All notifications and communications to residents are also provided with a template so that all communication is unambiguous.

Integrations & reporting form

Since there are underground containers within the municipality, the presence of these containers is also integrated into the form. If the “underground containers” category is selected, the locations of these containers are automatically displayed as points on the map. In addition, there is also a link with an external supplier for the lighting towers, which sends reports directly to this external party. As a result, one clear form can be offered to residents and there is an optimal user experience.

Follow the alert

Residents are automatically informed about the status of the report. They can also always view the status of the report by means of a track and trace link. As a result, the municipality does not have to be called by the reporter. This is a direct benefit for the municipality.

Notification routing

For each category of a type of report, it is assigned to a department or person. As a result, the responsible department and/or person immediately receives the notification in the work queue, so that no time is lost.

Resolve notifications

All tasks to be completed are displayed in a clear work queue where task details can be easily retrieved. With standardized actions, reports can be resolved quickly and the reporters stay up to date. So that employees and work materials can be deployed more effectively and efficiently.

The practitioners in the field use the therapist app. When a new task is assigned, it automatically appears on the mobile device. The therapist app contains all the options to solve the report on location (in the field).

Supervisors

The quality of resolving reports is of paramount importance to the municipality of Geertruidenberg. As a result, the process is set up in such a way that all reports that have been resolved are first returned back to the supervisors for review. If the message has been resolved correctly, the message will be approved. If the report is not approved, the task can be returned and provided with feedback. As a result, the municipality has full control over the quality of resolving reports.

Reporting options

To measure is to know. All processes within the system are measurable and can be reported in actionable insights. As a result, the municipality of Geertruidenberg sees exactly which processes need to be further optimized and trends can be recognized.

Minimal deployment time

Thanks to the standardized solution of the Street View Online system, this can be quickly adapted to the wishes and requirements of the organization. Street View Online has been introduced into the organization in phases. First, they made sure that everyone in the organization can work with the system. Subsequently, the new reporting options, such as making a report via the website form and the app, for the municipality of Geertruidenberg, were made public. Solid Digital has also supported the municipality in further promoting the hotline among residents.

Results

Immediately when using the Street View Online system, added value was experienced. The streamlining of these processes, the clear display of information and the handling of reports are received positively, because less time has to be spent on administrative actions. In addition, an interactive survey constantly asks about the residents' experiences. The satisfaction among residents with the program is increasing. In the future, Solid Digital will also support the municipality of Geertruidenberg to achieve even more results.