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Posted on: October 1, 2019

'Report a Concern' Module is new Tool for Citizen Reporting

GovAlert

The City of Jacksonville has added a new tool for citizen reporting. The Report a Concern module and associated smartphone application are available on the City of Jacksonville website from Tuesday morning, and give citizens an enhanced tool to alert City staff about concerns in real time. It is intended to address a previous gap in efforts to streamline communications between citizens and City staff.

The new Report a Concern module is available in three ways: (a) By visiting the City of Jacksonville’s website, and pressing the blue Concerns button on the homepage; (b) By downloading and accessing the GovAlert mobile application on their smartphone; and, (c) By calling the City of Jacksonville, and requesting to report a concern to a staff member. Citizens will provide an address for the concern and their contact information for follow-up, select a predefined concern from a dropdown list and, may submit with additional details including pictures and video. Those who submit a concern will be communicated with as it moves through the process of being addressed.

The module used to track concerns submitted by citizens, is an all-in-one replacement for a variety of modules and processes used which staff recommended replacing. The upgraded format and operability will better assign concerns to the right personnel and be addressed timelier and more efficiently. Another advantage is the elevation feature, in which concerns are effectively communicated to elevated levels of staff should standards for completion not be met. Elevation may reach as high as the City Manager. There is also a process for a consistent audit of concerns in the queue.

Report a Concern is a product of New Jersey based GovPilot, an international cloud-based data management system specifically designed for use by counties and municipalities. The module is designed for citizens to report concerns such as overgrown grass, potholes, and squatting. GovPilot reports that the module is also often applied by code-enforcement departments to issue and keep-track of violations.

“We are excited to offer this new technology to better address the requests of our citizens.” Says City Manager Greg Smith, “I think this tool will become essential to our communications. There are 14-thousand plus residents of the City of Jacksonville compared with 135 staff, and our residents often see issues before we are aware. Our initiative is to help our citizens become acquainted with this new tool and help them become comfortable using it.”

Citizens who have questions or, would like help with how-to-use the module are encouraged to contact or visit the Customer Service Center at 1220 S. Bolton 8am-5pm Monday-Friday. (903) 589-3510

Report a Concern Link
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