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Sacramento Bee Profiles City of Rocklin, CA's New Customer Service System!
Sacramento Bee -
Sep 23,2004
Rocklin talks to the Web Residents are encouraged to take their questions to a computer. By Kim Minugh -- Bee Staff Writer Published 2:15 am PDT Thursday, September 23, 2004 Got something to say about construction in Rocklin? Anxious to know when that street lamp on your block will be fixed? Want to throw in your two cents on Clover Valley? Boot up, log on and throw your opinion into the mix. Rocklin officials last week launched a Web-based feedback system called "Access Rocklin" to facilitate communication between residents and local government. "We were looking for a way to get input and provide feedback to the community," Mayor Brett Storey said. Access Rocklin is linked from the city's home page, http://www.ci.rocklin.ca.us, and requires residents to create a user name and password - which can be done anonymously. The system offers residents the choice of entering a complaint, compliment, question or suggestion about a range of issues, from finances to parks to drainage. Feedback submitted through Access Rocklin goes directly to the appropriate city official, City Manager Carlos Urrutia said, rather than getting bounced around or forgotten, as can sometimes happen. "Without the system, complaints can get lost in the shuffle," Urrutia said. "It doesn't happen very often, but if (it does, residents) are very, very upset." After submitting feedback, residents receive an e-mail promising a response within five business days. It also assigns an identification number that allows residents to check the status of their feedback at Access Rocklin's customer service center. In addition, Urrutia can track the types of comments that come in and provide reports to city employees, he said. He added that resident feedback is welcomed - whether it be about traffic, speeding or an overgrown bush. "We're a city of 50,000 people, and we only have so many (employees)," he said. "Sometimes citizens are really good eyes for us." Storey said the system will provide better customer service at a quicker rate. Even with the best intentions, it's easy for snail mail or calls to go unanswered: Three letters from residents sit on his desk, awaiting answers. "I wish they'd used this system," he said. "Maybe I'd get back to them quicker."
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