Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Civic Services topic
No spam. Unsubscribe anytime.
Citizen Connect reports nearly 700 tickets and rapid text-response service since January
Summary
City staff reported early results from Citizen Connect, the city's centralized reporting and help system: nearly 700 tickets opened year-to-date, about 4,200 citizen text interactions and an average text response of roughly eight minutes during business hours. Staff said the system routes reports to departments and will be promoted via cards, QR
City staff updated the council on Citizen Connect, the city's one-stop system for resident service requests and inquiries, reporting that the platform has taken nearly 700 tickets year-to-date and engaged about 4,200 residents through its texting function.
"A lot of things get solved without ever creating a ticket," one staff member said, noting the help center often resolves simple problems through text-based triage. Staff reported an average live text response time of about eight minutes during business hours (7:30 a.m. to 5:30 p.m.); after-hours contacts receive automated guidance to call dispatch for emergencies.
Top categories reported through the service include code enforcement, street lights, water leaks and street signs. A citywide distribution map shows the issues are spread across Orem rather than concentrated in a single neighborhood, staff said. Printed cards with a QR code, the Citizen Connect phone number and other contact options are being circulated to councilmembers and the public to encourage use.
Councilmembers raised a concern about occasional informal answers that could be misinterpreted as formal staff positions, and staff said they will pursue additional training for help-center responders and consider clarifying language in automated and live responses to distinguish informal guidance from formal determinations.
No council action was taken; staff said they will continue outreach and training to improve response consistency.
