Introduction to Citizen Problem Reporter

Citizen Problem Reporter can be used to solicit non-emergency requests (for example, blight, graffiti, trash, potholes, clogged drains, and flooding) from the general public.

It provides 24/7 access to an organization and the location-enabled requests helps efficiently triage requests to the correct person or department responsible for its resolution. This accelerated approach improves the quality of life in a community and reduces long-term asset maintenance costs. Citizen Problem Reporter is typically implemented by planning departments, public works agencies, utilities, and other local government organizations that want to take a data-driven approach to asset maintenance or code enforcement.

The Citizen Problem Reporter solution delivers a set of capabilities that help you solicit requests from the public, manage the response to each request, solicit feedback from the public after addressing a request, and monitor the resolution of non-emergency requests in a community.

Deploy the solution

This solution can be deployed in your ArcGIS organization.

Deploy the solution

See Deploying a solution for more information.

Requirements

Citizen Problem Reporter requires the following:

• ArcGIS Online
• ArcGIS Hub Premium (optional)
• ArcGIS Survey123 Connect

Information products

Citizen Problem Reporter includes the following information products:

Item	Description	Minimum user type
Citizen Request Center	An ArcGIS Hub site used by the general public to learn how they can submit a non-emergency request to help improve the community	Community account (optional)
Citizen Problem Reporter	An ArcGIS Instant Apps Reporter app used by the general public to submit non-emergency requests in their community	Community account (optional)
Citizen Problem Explorer	An ArcGIS Dashboards app used by the general public to explore non-emergency requests in their community	Not required
Citizen Problem Satisfaction Survey	An ArcGIS Survey123 form used by the general public to report their satisfaction regarding the service requested	Not required
Citizen Problem Manager	An ArcGIS Instant Apps Manager app used by local government personnel to triage non-emergency requests and update the status of each	Contributor
Citizen Problem Dashboard	An ArcGIS Dashboards app used by local government personnel to monitor non-emergency requests and satisfaction survey responses	Contributor

When you deploy this solution in your ArcGIS organization, you also get a solution item that organizes the key information products and summarizes all the ArcGIS items (applications, forms, projects, maps, feature layers, feature layer views, and so on) included with the solution. The solution item also illustrates any dependencies items have on each other.

Release notes

The following are the release notes:

Version	Description
3.0 (November 2024)	The Citizen Problem Reporter and Citizen Problem Manager apps have been updated to use ArcGIS Instant Apps. A new Citizen Problem Explorer app can be used to share nonemergency requests with the community. The Citizen Request Center site has been updated to embed the new and enhanced apps. The Citizen Problem Reporter, Citizen Problem Manager, and Citizen Problem Dashboard maps have been enhanced with improved cartography and pop-ups.
2.0 (Apr 2022)	A new Citizen Problem Reporter app with a simplified process for modifying and adding request categories and types. A new Citizen Problem Manager app with the ability to add public comments that display in the Citizen Problem Reporter app. A new Citizen Request Center site promoting the use of community identities to submit and track the status of submitted requests. A new Citizen Problem Dashboard with additional filtering capabilities and an average resolution time indicator.
1.0 (Nov 2020)	First release of Citizen Problem Reporter Reference documentation topics for this release