1. Do you host the application on your servers or can it be installed on our Web Server?

A - It is hosted on Citizen Care's Web servers. Citizen Care is actually one of many fine tools in a suite of products available via the web.

2. Do citizens need to register with our site to make a request?

A- Registration is not required to submit requests.

3. Can requests be made anonymously?

A - Yes, a note in the citizen request form directs users to enter "anonymous" should they choose.

4. Are citizens given a request number so they can track their request?

A - Yes, they are given a password to be able to login to view the status of their ticket and request(s).

5. Do citizens have access to view the status of their request?

A - Yes, when a citizen submits their own request, or when a citizen email address is entered into a ticket.

6. Is access by user Id or request number?

A - Access is by email address and user-specific password.

7. Does the citizen need to know the request number to access a request?

A - They only need the password to access the request.

8. Are citizens notified when a note or event is added to the request?

A - Yes. Citizens are auto-emailed when a ticket has been opened and closed; in addition they can login to view the actions taken on their ticket at any time.

9. Are requests automatically assigned to a particular staff member?

A - No, each ticket has a unique Notify List if need be.

10. Can a request be re-assigned to another staff member?

A - Based on user permissions, a staff member can be removed or added to a Notify List at any time.

11. Is staff notified when a request is assigned or re-assigned to them?

A - Yes an auto-email is sent to all users on the notify list, as well as any emails or actions taken on the ticket.

12. Does your solution have reporting capabilities including number of requests per division or area and time to complete each request?

A - Yes and yes!

13. Does your solution have the ability to print Work Orders from the Request?

A - The system is programmed to print tickets appropriately on 8 1/2 x 11 paper.

14. Can Staff enter a request, from a phone call, fax or email, on behalf of the citizen?

A - Yes, all of the above... Citizens can start their own request through the web form provided, but City staff can also start tickets directly inside your Citizen Care database.

15. Do citizens select a category when entering a request?

A - Citizen generated requests are not routed by the citizen. They are pulled into a queue for a city employee to quickly review and route to appropriate staff.

16. Does your solution work with all leading internet browsers?

A - Yes.

17. What is the cost of your solution?

A - Costs are based on population, and provide unlimited, users, data and document storage.

18. What are annual maintenance costs for your solution?

A - None. All improvements and upgrades are included as well.

Still haven't answered all of your questions? Call us at 888.481.3727!