2. Live Support A “receptionist” on your website (typing) Can answer questions Transfer calls to different departments Take messages Automatically “push” visitors to various pages on site. Record conversations (optional)

3. Citizen Comment and Request System – Tracking System The opportunity to contact the Mayor and City Council or City staff using email and the Internet to voice a concern, ask a question, or submit a request for information. Available…24-hours a day, 7-days a week, and at your convenience.

4. Users: Employees, Citizens and Businesses We recommend asking for “extra” information to verify the validity of the request. It can also help decrease the likelihood of fraudulent requests. We recommend posting a privacy statement, so that the end user can be assured that we will not sell their information to outside parties.

5. Overview Enter A New Request The system is designed to anticipate the types of service request issued. As a result, we have assembled a list of “Categories” that are most commonly used by the general public. Once you have selected a category and complete the remaining “data fields,” you will click the “Create Request” button. Your request will automatically be submitted to our system; and it will automatically be directed to the appropriate department for proper handling.

6. Tracking (Request) Number The system will also provide user with a confirmation number. This confirmation number will be provided on screen as well as e-mailed to the person. Please keep this number. With it, one may check the system at any time to see how their request is progressing. Simply do this by accessing the main screen and clicking “Check the status of an existing request" E-Mail Important Important – the system will ask for the email address. This information is needed for us to respond using email. An e-mail is automatically generated letting the person know their request has been received.

7. Follow up Once request is completed, an e-mail will be sent to person (if appropriate a phone call or even a snail mail response could be made to them). This follow up is to thank them for the submission and letting us server them better.

8. Things to Remember: If accepted, city must respond to requests. –If you aren’t planning to respond, don’t implement this system. Can be used internally (for internal tracking of dept. services) without being available to the public. –Example: If only city staff log in service requests. Managers, administrators, etc could track the status.

9. Brought to you by: A division of: