18107855_m-1Graffiti causes blight throughout communities, pulling attention away from the aesthetic attributes of the area. Therefore, city officials are responsible for eliminating graffiti from public locations and ensuring the protection of community owned assets. For the City of Lancaster, identifying, managing and ensuring the removal of graffiti was a time-consuming process that drained more than its fair share of resources due to a lack of integration between systems.

To help mediate this issue, increase efficiency and improve outcomes for the city, Lancaster turned to Comcate and its eFeedback Manager. With this solution in place, the city was able to get a handle on graffiti management and report on issues in less time and using fewer resources with the use of a single application and the incorporation of iPads. In addition, teams were able to improve workflows and communication.

City employees can now focus their time on improving the appearance and outcomes of the local community, protecting key assets in the process and without spending too much time or money managing unfortunate and illegal events. The key to this success is citizen involvement. Citizens call in to report graffiti instances, reports that are then captured in the eFeedback Manager so they can be distributed to the necessary personnel for attention. If preferred, citizens can make reports online, directly into the eFeedback Manager portal.

By capturing this information, Lancaster is able to track the number of calls received, response times for addressing the issues and time invested to clean up the graffiti through program integration and case mapping. By tracking time and resources spent from first reporting to resolution, the city is better able to report on its processes and demonstrate improved efficiencies and the better use of resources. In doing so, the city is well equipped to handle requests in real-time and respond in a way that best serves local citizens.

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