Use Citizen Problem Reporter

The Citizen Problem Reporter solution delivers a set of capabilities that help you solicit reports from the public, manage the response to each report, solicit feedback from the public after addressing a report, and monitor the resolution of nonemergency reports in a community.

In this topic, you’ll learn how to use the solution by assuming the role of a user and performing the workflows below.

Note:

Use your organization's data or configured apps to follow these workflows.

Submit nonemergency problem reports

You will first assume the role of a concerned resident in the community who is notifying the city of a burned-out light in the park.

1. In a browser, go to the Citizen Request Center site.
2. Scroll to the Join Our Community section.

   This section only applies when an organization is licensed for ArcGIS Hub Premium. When community residents do not have a community account or are not signed in to the Citizen Request Center site, the site displays buttons to Create an account or Sign In with an existing account. Creating an account allows users to view their submissions to more easily track the status of their requests. In the following steps, a community resident has created an account and is signed in to the Citizen Request Center site.

3. Scroll to the Request Service section and click the Submit a Request button to open the Citizen Problem Reporter app.
4. On the Citizen Problem Reporter page, click  Sign in with ArcGIS.

   Tip:

   Share the maps, app, and group with everyone (public) to allow users to proceed as a guest. For more information, see Share items with the public.

5. Click Submit a Request.
6. For Category, choose Park.
7. For Request Type, choose Light Out.
8. In the form, provide additional details and contact information.

   When signed in, user's first name, last name, and email address will automatically be populated.

9. Click the Add a Location text box and click the location of your broken park light on the map.
10. To submit a request, click Report It.
11. Click your name near the top of the Citizen Problem Reporter app and click My Submissions.
12. At the top of the list of requests, click the Park - Light Out request to select it.

    The park light out request you reported appears. As the request moves through its life cycle (Submitted, Received, In Progress, and Completed), the status bar updates.

13. Optionally, click Leave a reply to display the comment form and add a new comment.

You and others can add comments to update or highlight information related to the initial request to authorities. The department or agency who is responding to the request can also add comments to provide updates on the progress.

Respond to problem reports

You are now an employee for the city who is responsible for responding to submitted problem reports, assigning them to the appropriate department for resolution.

1. In a browser, go to the Citizen Request Center site.
2. At the top of the site, click Manage Requests.

   This is an internal page that can be shared with users inside the organization responsible for responding to requests.

3. Scroll to the Manage Requests section.
4. In the Citizen Problem Manager app, click the Request Category column filter.
5. Click Unique, click the Request Category is drop-down arrow and choose Tree.
6. Click the Request Type column filter.
7. Type Light Out in the Request Type is text box.
8. In the Request table, identify and click the request you reported.

   Review the details of the problem in the lower left corner of the app.

9. On the Details tab, click the Edit button .
10. Click the Status drop-down arrow and choose Received.
11. Click Save.

    Public Works staff are ready to address the problem.

12. On the Details tab, click the Edit button.
13. Click the Status drop-down arrow and choose In Progress.
14. In the Assigned To text box, type Public Works.
15. Click Save.
16. On the Comments tab, click the Add Record button.
17. In the Comments text box, type Public Works is working on this issue.

    Tip:

    When Visible to Public is set to Yes, the comment will display in the Citizen Problem Reporter app.

18. Click Save.

    Public Works staff inform you that the park light bulb has been replaced.

19. On the Details tab, click the Edit button.
20. Click the Status drop-down arrow and choose Completed.
21. For Resolved On, choose the current date.
22. In the Resolution text box, type Park light bulb has been replaced.
23. Click Save.

    Once the issue is complete, the status indicator changes and the details now provide information about when and how the issue was resolved.

24. On the Details tab, click the Send Satisfaction Survey button.
25. Review the formatted email and click send.

Provide feedback on work performed

In the previous section, you sent an email containing a link to a satisfaction survey. You will now respond to the survey as the resident who originally submitted the request with your feedback on how the issue was handled.

1. Open the email.
2. Click the URL in the email to open the Citizen Problem Satisfaction Survey.
3. In the app, complete the first four survey questions.
4. Optionally, for Do you have any other comments or concerns, add any other comments.
5. For Would you like to be contacted for more information, click Yes.
6. Provide information for the Full Name, Phone, and Email parameters.
7. Click Submit.

Monitor reports and measure performance

As a program manager for the city, you want to know how well the citizen problem program is functioning, monitor the reports coming in, and see how satisfied the residents are with the program.

1. In a browser, go to the Citizen Request Center site.
2. At the top of the site, click Manage Requests.
3. Scroll to the Monitor Performance section.
4. In the Citizen Problem Dashboard app, review the high-level metrics on the Overview tab.

   The Overview tab displays infographics of categories of reported problems. This information gives management a quick overview of the number of open requests submitted by the public.

5. Click the Requests tab at the bottom of the dashboard.

   The Requests tab allows a department manager to monitor how their department is doing when it comes to resolving requests. The page displays the top request categories and types, summarizes requests by month, and provides metrics on the average time to resolution.

6. Use the graphs to filter and explore active and resolved requests.

   Dashboard charts are linked. As you click and select a category in one chart, related details are filtered and updated in other charts on the dashboard to allow a manager to identify issues and areas that need attention. The filtering is also linked to indicators and charts on the Survey Results tab.

7. Click the Survey Results tab at the bottom of the dashboard and explore the survey responses.

   The Survey Results tab displays the results from the Citizen Satisfaction Survey. The indicators on the tab include Resolution Quality, Resolution Time, and Customer Service indicators that identify whether a community is below or above its target.

   The Recommended Problem Reporter to Friend or Colleague chart is used to display whether the user who submitted the survey would recommend Citizen Problem Reporter to a friend or colleague. The right side of the dashboard displays the number of surveys submitted and their details.

8. Locate your response in the Surveys list and click it to see the details.