Building an Interactive Website for Residents
Another initiative imperative to improving communications between residents was in the area of on-line services.
“These included citizen calls notifying us on everything from low water pressure to an unattended vehicle,” said Moore. “C2 Citizen Relationship Management (or CRM as we call it) has been deployed across the City’s entire enterprise. Everyone in the organization now has the ability of ensuring that every request for service is recorded accurately, regardless of how the request was received (phone, fax, mail, Internet) and which department is ultimately responsible for resolution. Providing citizens with the capability of real-time problem notification is important to our overall goals.”
Since the new website launch, the City has quickly moved to enhancing the site with informational data like Calendar of Events, FAQs by category, and an innovative feature called the ‘MyCoppell Citizen Experience’. ‘MyCoppell’ will allow citizens to create their own unique profile for accessing the City website and CoppellClips (the electronic newsletter). “Coppell residents seem to be responsive to the new on-line services as we are seeing an increase every month in both citizen profiles and sign-up requests for CoppellClips,” said Moore.