Submitted by: Laura Reams
Submitting Department: Communications
Agenda Section: Presentation
Item Title:
title
Update on See, Click, Fix: Citizen Request Software
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Suggested Action:
recommendation
Presentation Only.
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Summary Background:
SeeClickFix, also known as My Hyattsville, is a public online 311 reporting system used to report non-emergencies and request services to City staff. Available 24/7, users can request services like scheduling a bulk trash pick-up or reporting acts of vandalism and parking violations through the My Hyattsville smartphone App or the hyattsville.org/requests portal page. Requests can be made anonymously. Once submitted, requests are automatically assigned to a designated category, and City staff personnel are responsible for managing and closing requests within a specified time. There are currently 1,100 users registered with a SeeClickFix account, and over 3,000 requests have been collectively resolved by City staff since December 2019.
Over the last year, City staff has enhanced the user experience by updating the My Hyattsville App and portal page. Additional process improvements have been implemented for the internal handling of requests. Communications Team Project Lead Brayan Perez will present an overview of the software and review internal and external process improvements.
The City has used the SeeClickFix program for several years and the current contract will end in August 2022. It is anticipated that the contract for renewal will be on the August 1 Council agenda. City staff recommends renewing the annual three-year contract with SeeClickFix due to the high usage volume and the ease of use. In the previous fiscal year alone, 855 requests (over 2 requests per day) were submitted to SeeClickFix. In addition, by having an online customer service presence, residents can submit a request without the assistance of City staff, which is limited to office hours or having to make a request in person at the City Bu...
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