Kearney City and Citizens Communicate Faster and More Efficiently
Mar 20,2007
The Challenge: The progressive city management of fast-growing Kearney, Nebraska is committed to better serving its citizens. Until recently, Kearney was one of many cities that used paper-based citizen request management. Citizens would call or visit City Hall and their question, suggestion or compliments were recorded on paper and physically forwarded to the appropriate staff member for resolution. City management had little visibility into citizen requests and found it difficult to report on case status or staff accountability. They wanted to implement an easily managed system to ensure that residents’ needs are met. The Solution: Comcate, Inc., the leading provider of customer relationship management (CRM) request tracking software for public agencies, has implemented its CRM solution in more agencies than anyone else. Comcate’s eFeedbackManager, eFM, is affordable CRM software tailored to meet the needs of city and county agencies. After recognizing the power of this comprehensive request management software, Kearney decided to build the software into a city communications website called “Access Kearney” where citizens are free to submit requests for information or action, compliments and complaints at any time of day or night. The turn-key website and request tracking solution ensures that citizens and the city have an open channel of communication and that requests are acted upon and closed in a timely manner. Case reports give city management insight into request trends so that services can be proactively offered to accommodate the changing needs of Kearney’s citizens. Summary: Kearney, Nebraska now manages citizen communications faster and better with Comcate’s eFM. Kearney citizens have uninterrupted access to and communication with City Hall through the “Kearney Access” website. City management has visibility into citizen needs and can ensure that requests are not lost or unresolved. Kearney city management is postured for continued city growth and has confidence that citizen needs will be met into the future. For more information on Comcate eFM, please visit http://www.comcate.com .
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