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 non-emergency 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.

Submit nonemergency problem reports

You will first assume the role of a concerned resident in the community and would like to notify the city of a burned-out light in the park.

  1. In a browser, open the Citizen Problem Center site.
  2. Scroll to the Report a Problem section and click Submit a Report.
  3. On the Citizen Problem Reporter page, click  Proceed as Guest.
  4. Click Park / Tree Problems.
  5. Click Submit a Report.
  6. For Type of Problem, choose Light Out.
  7. In the Report a problem form, provide the issue details and your name, phone number, and email address.
  8. Click the Where is the problem located text box and click the location of your broken park light on the map.
  9. To submit your problem, click Report It.
  10. At the top of the Park or Tree Problems form, click the Back button.
  11. At the top of the list of problems, click your Light Out problem to select it.

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

  12. Optionally, click the Leave a reply button 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 problem reported to authorities.

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 Problem Manager  app.
  2. In the app, click the Category column filter.
  3. Choose Park/Tree.
  4. In the Problems table, identify and click the problem you reported.
  5. Review the details of the problem and click the Edit button in the upper right corner of the pane.
  6. Change the Status setting to Received.
  7. Click Save.
    Utility workers are ready to address the problem.
  8. Change the status to In Progress and assign the problem to the utility department.
  9. On the Details tab, click the Edit button.
  10. For Status, choose In Progress.
  11. For Assigned To, choose Utility.
  12. Click Save.

    Utility workers inform you that the park light bulb has been replaced.

  13. Change the status to Completed.
  14. On the Details tab, click the Edit button.
  15. Change the Status setting to Completed and add the current date for Resolved On.
  16. In the Resolution text box, type Park light bulb has been replaced.
  17. 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.

  18. In the Details tab, click Send Satisfaction Survey.
  19. Review the formatted email and send it to yourself.

Provide feedback on work performed

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

  1. Open the email you sent to yourself in the previous section.
  2. Click the URL in the email to open the Citizen Satisfaction Survey.
  3. Complete the survey and 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, open the Citizen Problem Dashboard.
  2. On the overview tab, review the high-level metrics.
  3. Click the Problem Reports tab at the bottom of the dashboard.
  4. Use the graphs to filter and explore active and resolved problem reports.
  5. Click the Survey Results tab at the bottom of the dashboard.
  6. Explore the survey responses.
  7. Locate your response in the Surveys list and click it to see the details.
  8. Click the arrow on the left of the app to display additional filters.

Volunteer in the community

As an engaged resident of the community, you would like volunteer to help keep the community clean, healthy, and safe. You will fill out a survey to provide your interests, skills, and availability so the city can help connect you with volunteer opportunities.

  1. In a browser, open the Citizen Problem Center site.
  2. Scroll to the Volunteer in Your Neighborhood section and click Volunteer.
  3. Complete the Volunteer in Your Neighborhood survey and click Submit.