New features to the town’s online Report a Problem tool support enhanced customer service for citizens
Monday, October 30, 2023
Aimed at improving citizen engagement and simplifying the process of reporting problems or concerns within the community, the Town of Oakville has introduced a number of new features to its online Report a Problem tool, a key element of the town’s customer relationship management (CRM) system.
Through the Report a Problem tool, residents can easily connect with the town to report issues such as potholes, noise concerns, on-street parking violations, graffiti, garbage in parks and more.
Enhancements to the town’s Report a Problem online service include:
— Mayor Rob Burton
Through the Report a Problem tool, residents can easily connect with the town to report issues such as potholes, noise concerns, on-street parking violations, graffiti, garbage in parks and more.
Enhancements to the town’s Report a Problem online service include:
- Increased number of services available online to the public, including a general inquiry option for any service that the town provides
- More frequent status updates and comments provided to customers
- Keyword search to help users find the type of service request to submit
- Increased efficiency for the public as a case is automatically created when a customer sends an email to ServiceOakville
- Access to articles specific to Report a Problem case types
- More intuitive case creation experience for citizens when online reporting, so information is sent to the most appropriate town department for action and resolution
- An enhanced map to better pinpoint the exact location of the service request
- New look and feel that matches the new oakville.ca, offering a user-friendly interface for a seamless experience
- Easier to read, larger font, and stronger colour contrast for improved accessibility
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“The town is committed to responding promptly to reported issues, improving transparency, and providing exceptional service to the community. Residents will find that the upgraded Report a Problem system is easy to use, and a helpful and convenient way to report their concerns to the town.”— Mayor Rob Burton