CivicPlus SeeClickFix 311 CRM

A Great Way to Modernize

Kommentare: Our experience with SeeClickFix so far has been phenomenal. We've had wonderful customer service since the beginning, from sales to implementation to maintenance. Every employee of SeeClickFix that we've spoken to has been kind, patient, and genuinely dedicated to helping us get the most out of the product and solve any problems we may have. I'm so grateful for all their help and guidance.

Vorteile:

Once everything got up and running, it was (and still is) so easy to use. It's so customizable and remains very flexible in the face of changing circumstances. Even though my organization is still in the early stages of using SeeClickFix, I think it's something with the potential for incredible longevity; I think it can really grow with our city.

Nachteile:

The only real complaint I have is that I wish there were a better way to actually describe request categories to users. I always strive to make request categories as easy to understand as possible, to cut down on confusion and/or issues being assigned to the wrong person, but I can only say so much with a category title. Even just the addition of a description box when creating a request category would be great, instead of having to somehow work a description into the issue questions.

To See Click Fix or Not to See Click Fix

Kommentare: The ability to enter service request 24/7, 365 days a year is one of the best benefits along with being able to enter pictures. The pictures sometimes provide a better description than the actual written description, as well as, address and answer questions we may have.

Vorteile:

The ability to somewhat customize the modules are good. I like being able to set up departments, categories and assignee. Having the flexibility to add, delete, or modify users, categories, and departments is extremely easy. Mapping and reports are a great tool to provide those in the field with instant and up to date information.

Nachteile:

Certain edit features such as the reporter name and contact number can not be edited and there has to be an internal note to correct. If the mouse is moved on the map, the address is changed and most non-employee users don't know how to make a correction. The ability to upload a picture is good. However, multiple pictures have to be entered individually. PDF documents can not be uploaded as in copy of a citation.

Infrastructure Management's Review

Kommentare: Overall experience is that it is helpful, but needs to be constantly monitored by knowledgeable staff.

Vorteile:

This software reduces citizen calls to the County which can sometimes get misdirected

Nachteile:

This software lacks in reporting options. This software "archives" cases that have not been completed. This software does not give the administrator an option to list subcategories to better direct citizen's choices. This software accepts a citizen's concern without requiring contact information.

Accountability, Transparency, and Communication

Kommentare: SeeClickFix has gotten our organization out of the email business and staff being the broker of solving issues. Customers (i.e., residents) can now submit an issue and the entity responding to the issue are now connected. Staff only becomes involve when an issue is escalated or is past the service length agreement or SLA.

Vorteile:

Simple, like Facebook. Add an address or pick a spot on the map, take a photo, enter a description, and then click submit. The issue goes to the entity that will fix the issues.

Nachteile:

Initially, the system seems to struggle with photo sizes and working on a cellular signal, but that has gone away. One improvement that comes to mind is the export feature. Currently, custom data is lumped in one MS Excel column making it difficult to parse and filter. Exports should put one category per tab and one column per question set.

Pleased with Software and Service

Kommentare: Although some of the things on my wishlist are a bit pricey and therefore more difficult to run through management, I know that they would extremely help with my workflow. I am hoping that one day we are able to afford or at least I am able to show my management team the value of a few upgrades/features, such as integrating with our new software from Oracle that will be rolling out next year.

Vorteile:

I like that the reporting party is able to use a map to pinpoint the location and that staff on the receiving end are able to edit the location if it incorrect. I also like that the category types can be changed and that the issues can be reassigned to the correct department or responding agency. I also love that both the reporting party, responding agency and anyone else interested can receive real-time updates via email and app notification.

Nachteile:

I wish that as a user and co-administrator that I can manually archive some reported issues.

SeeClickFix Review Illegal Dumping

Kommentare: Love this and can only hope the to help grow the DB.

Vorteile:

It is simple and quick.

Nachteile:

1. Mapping is off by a street or two : Mile or Two at times. I check it with siri and find the correct location to type in the address block or scroll around to find the correct location. (More Time) I reported to this once and the tech said that it was the phones fault that the mapping runs off of my phones map. It seems that SCF picks the last pinged location instead of waiting for the next update. My partner has a new phone and has the same problem. 2. County vs City, In some places county property and city property over lay but only options for the city. County resources over lay the city due to aor. In one instance the county has Solid Waist "Clear Bag Program" and each city within the county has its own "Clear Bag Program's" Solid Waste manages all which to me would infer that it is the whole county but for me as the county person responsible of collection I have to type in each city program as well. (More time.)

SeeClickFix makes community involvement simple.

Kommentare: We have had a very good experience with SeeClickFix, from the initial setup to day to day operation SeeClickFix has been there for us, answering questions, helping to set up our Phone App, and keeping us headed in the right direction.

Vorteile:

This product gave our citizens a much easier conduit to the officials they need to contact to get things done. It gives the City an impactful presence in the community, allowing 2 way communication on issues that our residents are concerned about.

Nachteile:

The software does allow absolute anonymity, which sometimes hinders direct communication with persons involved with issues. The software does not integrate with our MyGov software. This causes us to have to retype information into our letter writing and abatement program.

Graffiti Prevention Tool

Kommentare: SeeClickFix allows us to interact with the public and instantaneously track our results following that interaction. It's also useful to demonstrate accountability for each department that responds to a complaint or report.

Vorteile:

See Click Fix is a great addition to our toolbox for addressing quality of life issues throughout the City. It allows me to track the graffiti, the removal of the graffiti, and contains an archive of graffiti tags which is extremely useful when a graffiti vandal has been identified.

Nachteile:

While the feature that allows users/commenters to be anonymous does lead to more reports, it is frustrating that we cannot reach out to users/commenters that take advantage of or misuse the reporting tool.

Interactive Map Features are Excellent

Vorteile:

When in the field looking for a specific issue submitted by a community member if the map section is open the app shows your position to the incident making it possible to walk right up to the incident. This only works if the incident was entered at that time but usually when a photo is included, it pins to the location of the photo. Numerous times when looking at incidents about sidewalks, you receive a photo of a section of sidewalk and a strip of grass on each side but no identifying markers.

Nachteile:

The step that requires the user to "Acknowledge" or mark an issue "In Progress" before being able to close it if completed.

see click fix review

Kommentare: ok.

Vorteile:

ability to add location and photos with ease

Nachteile:

Would prefer requests to be sent as an email with photos attached and senders return email address.

Love SeeClickFix

Kommentare: SeeClickFix staff are easy to work with and have not left us out here hanging if we run into issues. I know that I can count on them if I run into problems. Great team!

Vorteile:

SeeClickFix has helped the City move forward towards keeping our residents happy by allowing them to be part of the solution. The app allows residents to report issues and see them fixed in a very short turnaround with one-on-one conversations with staff. We love the app and have really enjoyed the interaction with our residents.

Nachteile:

There was a learning curve with our users and a bit of staff resistance, but once that was worked through, they are all on board and working right along with us.

SeeClickFix is a great product

Kommentare: Overall it is a fantastic product! I highly recommend it and love that they have made positive changes to their reporting and other aspects of the platform.

Vorteile:

SCF is great platform to help streamline internal processes and increase efficiencies. Electronic routing cuts out the middle person.

Nachteile:

The back end could use some cleaning up. Removing categories, sorting them, making changes to email responses, just more ease of use and more user control. The public facing side does create some confusion for people, particularly the location part, so that could be slightly simpler.

Effective Software Program

Kommentare: Customer service is great and extremely responsive!

Vorteile:

I like the automatic reporting system - the system allows our residents to stay informed throughout the process of a request, without requiring a significant amount of staff time.

Nachteile:

SeeClickFix used to supply a report that included the percentages of where the varying requests were generated from (smartphone, computer, etc.) along with some other important information that we used to supply to our Board of Directors. At this time, the report format is no longer available.

SeeClick Fix enables community members to be more ative in helping solve community issues .

Kommentare: Great. The City of Newnan is excited that SeeClick Fix has improved the community and engaged our residents which allows for two-way, immediate and simple communication that allows them to be more involved in the care of their city .

Vorteile:

Simple to use apps for the community Your employees are awesome !!!! They are always helpful and answer and question or solve problems I have had.

Nachteile:

I can not think of any off the top of my head.

Great Product for communicating and resolving issues

Kommentare: My experience has been great and very positive. I can easily access issues throughout the city and close out work orders faster. I can also communicate with other departments if I cannot fix the issue. Great communication tool.

Vorteile:

Software is very user friendly on both ends. Response time is great. The ability to upload photos of a problem area is extremely helpful

Nachteile:

I have no issues with this software. I like everything about it especially how easy it is to navigate the pages.

SCF is great!

Kommentare: SCF has overall been a great experience. I used it as a community member first, and now I also use it in my work daily life for the City of New Haven. It's been great to communicate with other departments, keep my to-do list, and stay organized.

Vorteile:

I like most that SCF is very user friendly and easy to use. It is easy to document tasks on it and use as a team.

Nachteile:

Sometimes there are glitches where it will not load a photo, but they always seem to be temporary so no big deal..

SeeClidkFix - A great tool

Kommentare: The biggest problem that we are solving is the multiple street lights that go out around the City, many of which we wouldn't know about without SeeClickFix.

Vorteile:

I liked that customers could report issues that we probably wouldn't even here about, therefore we could take care of them in a timely manner

Nachteile:

I don't believe there is anything that I didn't like about the software. It's a great product.

Great Maintenance Tool

Vorteile:

The software allows our City to track complaints and to ensure that items logged into the system are resolved. Before the installation of SeeClick Fix it was difficult to track complaints.

Nachteile:

Nothing at all.....the software is very useful.

Simplifies Interdepartmental Workflows

Vorteile:

I love how easy it is to communicate with both my colleagues and residents through this platform. It simplifies the number of steps needed to resolve an issue and makes it so easy to reassign an issue as needed without anything getting lost in the mix. I recommend it to residents and coworkers regularly.

Nachteile:

It would be great if it had an integrated work order software that we could use to attach hours and materials used for an issue. We currently use Lucity for this and there is always an issue. I definitely think that is on the Lucity side so really I would just love an alternative that is as user friendly as SeeClickFix.

Very Efficient Organization Tool

Vorteile:

SeeClickFix has really modernized how we handle many different tasks within our organization. Customer service, Risk Management and Operations rely heavily on the functionality across numerous departments.

Nachteile:

We have had some issues getting used to the setup, but mostly user errors.

SeeClickFix Fantastique!

Kommentare: Very satisfied with the Mobile app! As an Officer on patrol, the ease of mobile submission is wonderful! [SENSITIVE CONTENT HIDDEN]

Vorteile:

Ease of use with mobile app! While on patrol.

Nachteile:

Multiple emails on same issue sent! A Seeclickfix is submitted and can receive up to 10 emails on the same issue.

Processing Requests

Kommentare: Overall it is an easy quick tool for keeping records with current information internally or externally.

Vorteile:

I like the easy way you can process a request, enter information, location and it gives you the jurisdictions.

Nachteile:

It does not have a feature with the option to copy to a new request.

Great interactive software for citizen input.

Kommentare: Positive citizen input, user friendly, issues presented in real time for quick resolution.

Vorteile:

Functionality is easy to use and the citizens love being able to report issues in real time.

Nachteile:

Sometimes there are integration issues but they are resolved promptly and professionally.

Neighbors looking and investigating prolems

Kommentare: Talking with the homeowner about the problem that exist at the property.

Vorteile:

The neighbors/client can get on the site and complain with a commit about a problem going on in the neighborhood or the community.

Nachteile:

I don't see no cons with this software, I enjoyed it everyday.

Usefulness of See Click Fix Software

Kommentare: I have enjoyed using See Click FIx, this is the third software program that I have used while working in public service and is so far the easiest and most comprehensive that I have experienced.

Vorteile:

This product is very simple to use including the phone app. I use it to track work requests and upload pictures of work before and after. Very easy and quick to use.

Nachteile:

I haven't found any issues so far. Very easy and simple to use.