Chester launches Citizen Request button on city app to route reports, provide ticket updates

Chester — City officials demonstrated a new “Citizen Request” button April 8 that is now live on the Chester City Connect mobile app and on the city website to let residents report non-emergency municipal problems.

Justin Tibbles, special assistant to the Mayor, led the presentation and said the feature routes reports (abandoned vehicles, code violations, park problems, high weeds, etc.) to the correct city department and can include photos and descriptive details. Residents who provide an email address receive a ticket number and automated progress updates as staff act on the request.

The app includes a city map so requests are restricted to Chester city limits and offers anonymous reporting; Tibbles said residents can also call City Hall (610-447-7700) and staff will enter a ticket on the resident’s behalf if needed. He said staff training has been conducted for a month and that real-world use will continue to tune workflows.

Tibbles emphasized the tool is not for emergencies or police/fire response: “If you have an emergency, call 911,” he said, and noted the police department uses a separate CrimeWatch app for crime-related reporting and anonymous tips.

Council members asked whether confirmation emails show the responsible department and whether front-desk staff can access ticket details; Tibbles said confirmation emails include the ticket number and submission details and that staff can look up current assignments in the back end as items are reassigned. For abandoned vehicles, he said the abandoned-vehicle officer will tag vehicles for owner notification or tow immediately if it presents a life-safety hazard.

The city rolled the feature out Monday and said further improvements and additional presentations (including a CrimeWatch demonstration) are planned.