For any organization, service management is a key issue. Applications are numerous and their management can sometimes be complicated. To ensure proper monitoring, some elements are required to provide the best possible service. For a municipal organization, planning is essential and allows city managers to ensure an optimal level of service to citizens.
4 essential elements for an effective management of citizens’ demands
Prerequisites
- Management applications by categories
- Redistribution requests to the relevant teams
- Creating tasks and purchase orders
- Planning and appropriate follow-up dates
Following these four prerequisites, here are some examples in the context of municipal management.
1. Categorization of the types of applications
- Information request
- Watering hours
- Hours “park/library”
- Complaints
- Public Works
- Border/pothole/asphalt
- Cup “lawn/tree/shrub”
- Painting
- Park maintenance/building
- Collection “waste/recycling/carcasses”
- Ecocentre
- Light (replacement/installation)
2. The request is then managed by teams
- Legal Affairs
- Water and sewer
- Library
- Call center
- Communications
- Municipal Court
- Environment
- Branch
- Finance
- Real Property Management
- Management of buildings and electrics
- Material waste management
- Registry
- Fire
- Computer
- Engineering
- Leisure-Sports and Community Life
- Field operation
- Parks
- Police
- Publications
- Human Resources
- Taxation
- Planning
- Highways
3. Creating tasks and work orders
- Check
- Repair of the border
- Repair lawn
- Asphalt repair
4. Planning and Monitoring
- Automatic closing of the application
- Application tracking
- Automation and link with a new query
By following these four elements, you can better serve your citizens and thereby increase their satisfaction. Using the C2 Enterprise software, a web portal can also be configured so that citizens can send their request directly to the city.