(Editor’s Note: Each year, Arkansas Business partners with the Arkansas Municipal League to present the Trendsetter City awards, which recognize exceptional initiatives underway in municipalities across the state. Large, medium and small-sized cities were honored in six categories: Diversity and Inclusion; Education/Workforce Development; Infrastructure and Water; Public Works/Environmental and Green Management; Technology and Security; and Tourism Development/Creative Culture. Below is one winner’s story. For more, click here.)
Technology and Security
Winner • 20,000 or Greater
Population: 95,230
Mayor: Lioneld Jordan
County: Washington
Region: Northwest
Requests Resolved
From the launch of the Report a Concern program on Dec. 20, 2021 through July 31, 2022, 1,517 requests for service were submitted, with 81% of the issues resolved.
The Challenge
Fayetteville strives to develop new and innovative ways for citizens to engage with city operations. For years the city offered an online form that allowed residents to report issues to city staff. However the routing and tracking of these reports became complex thanks to population growth, increases in areas served and the number of city departments involved in solving issues. During its digital transformation progress, it became important to have one system to manage residents’ concerns rather than different systems for things like animal control, code compliance or potholes.
The Report a Concern program using SeeClickFix software involved no additional staffing. It requires an annual fee to maintain, and there was a nominal implementation fee to kick off the project and staff time required during the implementation phase.
The Solution
In 2021, Fayetteville began its Report a Concern website powered by the software SeeClickFix, a complaint management system, to simplify how residents report issues to the city staff. SeeClickFix is a hosted, browser-based software that can be used on a standard computer, mobile browser or application. When an issue like street maintenance is reported, users can identify locations, submit photos and be notified regarding the status of their issue. Aggregation of reports provides the data that allows the city to focus increased staff or resources where needed.
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