Citizen Request Management

The Novo Citizens Request Manager (CRM)  web-based tracking software facilitates communication across your entire organization, eliminating redundant processes and providing assurance that issues are being resolved quickly and efficiently.

The CRM is built upon a  powerful knowledge base tool, which can be used for citizens and agents alike.  Flexible permission settings allow you to display selected information to selected users.  The help desk component of the CRM system can be set up strictly for agents, or for both agents and citizens - storing all of the valuable data into the same system.

The Novo Citizen Request Manager aids with time consuming, common issues such as:

• Traffic Issues (signage, traffic signals, etc.)
• Trash Collection & Recycling
• Street & Road Issues (potholes, sidewalk repair, street sweeping, etc.)
• Public Landscape Issues (fallen trees, overgrowth, etc.)
• General Complaints (graffiti, rodents, etc.)

Essentially, any type of issue or complaint can be logged and tracked within the system. And because our software is fully web-based, implementation takes place within hours or days, not weeks or months. Once deployed on your website, citizens can begin making requests online with it's easy to use, intuitive interface.

With the Novo Citizen Request Manager:

• Citizens can easily request city services 24/7 from any Internet connection- if enabled they can also track the progress of their request. An auto-generated email even lets them know how and when the issue was resolved.
• Powerful Public knowledge base allows citizens to look up information instead of calling in for answers.
• Built-in workflow technology allows you to assign responsibilities, increase accountability and implement streamlined processes to help your team respond quickly and accurately to each request.
• Creating customized request forms is a breeze so you can tailor forms to meet your specifications.
• Improve inter-agency coordination and ensure consistent answers are being provided across all channels.  
• Easily create customized reports on-demand with the Novo Custom Report Writer.

CRM - Manage Requests Screenshot

CRM - Ticket Request Screenshot