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February 5, 2012 |
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I have to admit, I’m proud of the fact that the City staff have worked hard to stay current with interent technology such as social media — we’re on Facebook and we’re on Twitter, I blog and our Police Department has set up their own website with copies of accident reports on line — all in the name of giving citizens access to their government 24-7.
Kent is certainly not the first City to jump on board the technology band wagon but I’d still categorize us as being one of the first wave of cities experimenting with expanding the use of the internet to better serve and engage citizens.
Without any dedicated funding or staffing for IT, Kent’s efforts are a bit more boot-strapping, learn on the fly, shoestring budget sort of (ad)venture — but that’s part of the beauty of the internet — it opens up lots of doors and windows without breaking the bank. Let’s hear it for open source technology.
What used to be exclusively the realm of cities of the rich and famous who had rooms full of IT staff and robust budgets are now much more accessible to working class cities like Kent. We might not have all the bells and whistles, fancy widgets and high-end apps, but we’re a great example of how to participate in the tech revolution with a little ingenuity and elbow grease.
One of my favorite examples of our internet presence is Kent’s Citizen Action Center. This link on our City web site offers residents a chance to look up common questions, ask uncommon questions, and submit a direct service request that goes straight to the supervisor in charge of that service. All this data gets stored, processed, charted and reviewed to make sure we’re managing customer service successfully.
To that end, each of the past 3 years we’ve produced a summary of the activities of our Citizen Action Center. We just wrapped up our 2011 summary and below you’ll find the charts excerpted from the report. The report is more than just pretty pictures, it tells a story about how Kent’s residents are interacting with their City government.
The report includes a comparison of statistics across several years – 2008, 2009, 2010, and 2011. The Citizen Action Center went live online in March 2008 so the data for 2008 is a partial year while the data for the other three years is complete.
The Citizen Action Center allows citizens to have access to a knowledge database while also giving them the ability to communicate with City staff through the online service tools. With these tools citizens can ask staff questions, create service requests, and track the progress of their requests.
Using this data we hope to be able to continue to provide better, more convenient and effective service to citizens while saving resources.
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2011 Highlights
Frequently Asked Questions
Citizens are able to search questions using phrases or keywords. This allows the City’s most popular information to be available online for 24/7 access
There are 41 total FAQs in the system.
The top FAQ for three years was “Can I have a fire in my backyard?”
New top FAQ in 2011 is “Does the City provide public garbage pick-up?”
The total number of FAQ views is 35,663
The top searched phrases in2011 were “recycle”, “population”, and “mulch”

On-Line Questions Summary
Citizens are able to submit unique questions online.
Questions are answered directly by the appropriate staff.
There were a total of 220 questions asked over 4 years.
General types of questions have been the most popular with 64 total over the last 4 years
The total number ofquestions asked doubled from 2008 to 2009 but the time it took to answer the questions by staff was cut in half
Citizen Service Requests
Citizens are able to input service requests that are forwarded directly to the appropriate department for action.
Staff responds with the action to be taken and when the request is complete.
There were a total of 263 service requests over the last 4 years.
Public Works/Service had the most requests with 86 total.
The total time it took tocomplete a request in 2011 is the lowest it has ever been with the highest amount of requests.