When it comes to Customer Service, the City of Elk Grove is going above and beyond. In 2011 they partnered with PublicStuff to create a new digital communications solution as a way for residents to more easily interact with the city. As Elk Grove City Councilman Gary Davis keenly said, “Our goal is to reach every resident where they are. These days, just about everyone has a smartphone with app capability.”
The Ask Elk Grove app allows citizens to submit information and requests to the city via their smart phones, and to receive updates on the status of the request. But it doesn’t stop there. Every time a citizen submits a request, the City of Elk Grove replies back with an individualized comment about the status of the request. These comments are entered by Mona Schmidt, Senior Customer Service Specialist, who makes sure that all requests are properly submitted, and that citizen are kept apprised of the status of the request. By always initiating a dialogue with citizens, the City of Elk Grove has one of the highest rates of comments of any PublicStuff client. In response to Mona’s comments, many of the citizens also comment back with additional information and to express their appreciation.
The City of Elk Grove also makes great use of the Widgets feature in PublicStuff. Whether directing citizens to the schedule for the Old Town skating rink, or helping them figure out which day of the week is their trash day, the widgets are always kept up to date by IT Manager Nicole Guttridge and Mona Schmidt. The City of Elk Grove knows that in order to keep citizens using the app, they must provide more than just a platform to submit requests, but also provide citizens access to the types of information they seek. Keeping the events up to date encourages people to keep checking the app, which allows them to catch resident’s attention about things going on in the City. The mobile app has changed how they look at their website as well. Everything that is going on the City’s website is now also considered for the mobile app, which really does make it a one stop shop for City information.
As the PublicStuff Client Innovator Award winner the City of Elk Grove will be honored with a special banner to display in City Hall and/or at Events and a web icon for their website. To learn more about what the City of Elk Grove is doing to engage with their residents, see the case studies on our website.
The PublicStuff Client Innovator Awards are granted to cities and towns that have found creative ways to use and promote PublicStuff in their communities. The winners exemplify the best in citizen engagement. If you would like to nominate your city please email us at email@example.com with a description of how your city has been innovative with PublicStuff.