■ Sound familiar
Why citizen requests get lost
Most small and mid-sized governments are not short on effort. They are short on one place to put the request.
Citizen Request Management Software
NovoGov Citizen Request Management Software is a cloud-based system that local governments use to collect service requests from residents, route them to the right department, track them through to completion, and notify the resident when the work is done. Some governments call this service request software or resident request management; the job is the same either way.
Residents submit online or from a phone. Staff enter the requests that still come in by phone or at the counter. Everything ends up in one queue with a location, an owner, and a history. Citizen Request Management is an add-on to any NovoGov package, including Community Development, and it connects to the work order, asset, and code enforcement tools your other departments already use.
■ One intake point
Every request lands in one place, however it arrives
Residents submit a request online or from a mobile device, any hour of the day. Staff enter the ones that still come in by phone or from a visitor at the counter. Either way the request gets a number, a location on the map, and a department that owns it from the moment it is created.
■ Routing and response
Route it to the right crew, and close the loop without a phone call
Built-in workflows send each request to the department that owns it, based on category or location. Alerts fire when something new comes in or an item is waiting. The resident gets an update automatically when the status changes, which is the call your front desk no longer has to take.
■ Accountability
Show your council what the department actually handled
Every request keeps its own history: who reported it, when it came in, what was done about it, what it cost in parts and labor, and the dated photos that go with it. That history is what turns a quarterly report from an evening of guesswork into a query.
■ What switching looks like
Going live without dropping a request
You keep taking calls the whole time. Nothing gets turned off until the new intake is running.
What our clients say
Steven Pilcher, Director of Public Service
“The NovoGov Municipal Software has really helped streamline processes, reduce costs, provide better metrics, and run a more efficient public service department, which in turns creates a better relationship between department staff and the customers served.”
Gerry Vernon, Public Works Director
“The Public Works Department in the Town of Winter Park, CO needed a way to track calls for service from the public and log maintenance costs for its fleet. After much research, the system by Novo Solutions was selected. I have found the web-based interface very user-friendly, and the customer service provided by Rich Hunter has been exceptional. This solution is perfect to meet the department’s need to become more efficient and effective.”
Andy Elder, Street Foreman
“Our Streets team really likes NovoGov, especially because of its mapping capabilities and that I can see all the work orders on my phone while I’m out in the field. Now if a request comes in, I can take snapshots of the work to be done, work in progress, and finalized work, which all help to show proof of the process. The ability to easily document work, locate assets, and manage preventative maintenance of assets on one system is everything to our department. The NovoGov application has saved us a lot of time. Now we have access to documentation in real time vs. lost on a massive worksheet on the office computer.”
Tiffanie Salone, Public Works Office Coordinator
“NovoGov, on the ShareNet Platform, has been a great addition to our Public Works Department and is an integral part of our daily operations. Most of the Administrative staff and I use the NovoGov Requests application. I use the software to review and respond to external public requests, entering requests received via phone and from office visitors. The new request and editing functions are very user friendly and are highly beneficial in providing better customer service and response time.”
Thomas Wilbur, Highway Superintendent
“With NovoGov, it’s easy to collect and view the data in a way that actually makes sense. What used to take 45 minutes now takes less than 2—and it’s accurate, searchable, and right at our fingertips. The only thing limiting us now is time and imagination.”
Thomas Wilbur, Highway Superintendent, Keith County, Nebraska
David Seugling, Public Works Director
“Switching to NovoGov has been a game changer for our department. It’s streamlined communication, eliminated paperwork, and made it easy for our field crews to update work orders in real time. The system is incredibly flexible and user-friendly — I’d make the switch to NovoGov again in a heartbeat.”
David Seugling – Public Works Director
Todd Philbrook, Public Works Director
“NovoGov works REALLY well for us. It’s easy to enter data, easy to look up complaints, and flexible enough that it can be tailored to match exactly how we operate. The support has been phenomenal, and it’s saving us time across the board.”
Todd Philbrook, Public Works Director
■ Taking it to the board
What this looks like in a council packet
■ Built for government
What your procurement team will ask
■ Questions we get
Citizen Request Management FAQ
■ Next step
Request a demo
A working session on your own request types, not a slide deck. We will show you how a resident submits a request, how it routes, and what the report looks like at the end of the quarter.