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Citizen Services

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Bochum, NW streamlines citizen interactions with city departments using Speed Capture Kiosk

City officials installed the Speed Identity product at its Bürgerbüro Mitte or Citizens' Registration Office. Visitors step up to the kiosk and adjust the interface based on their height. LED lighting and a high-definition camera ensure clear photos for department use. A signature pad and fingerprint reader gather additional biometric data. Captured data are saved for up to two weeks and shared across municipal offices for confirmation of residency.

Citizen Services+2
BN

Bochum, NW

DE flag

Germany

Bolton Metropolitan Borough Council, GB advances digital transformation with Agilisys collaboration

The seven-year contract with Agilisys shifts Bolton from physical IT infrastructure to cloud-based digital services. This shift improves collaboration and communication between council departments limited by previous methods. Council teams will be able to develop easy-to-use and streamlined processes for communicating with the public. Bolton's partnership with Agilisys enables advancements in assistive technology, online applications, and other areas in the Digital Bolton strategy.

Citizen Services+3
BM

Bolton Metropolitan Borough Council, GB

GB flag

United Kingdom

Welland, ON informs voters about the impacts of local elections with its Elections 101 video series

Welland's communications team produced the six-episode series ahead of municipal elections on October 24, 2022. Short videos explain how local services like winter operations and emergency services are shaped by the city council rather than provincial or federal elected officials. Elections 101 was designed for all residents with a focus on first-time voters and new residents. City officials promoted the series on social media prior to the election in hopes of boosting turnout.

Citizen Services+2
WO

Welland, ON

CA flag

Canada

Welland, ON produces What's Up Welland? podcast for improved engagement with public services

What's Up Welland? is a weekly podcast exploring the ins and outs of the local community. The 43-episode first season began with a chat about the upcoming year with the mayor. Municipal employees were interviewed about topics like water treatment, proxy voting, and civil infrastructure. The podcast hosts also explored visiting attractions like the Femmes du Feu Creations circus and local fixtures like the Jackfish baseball team.

Citizen Services+3
WO

Welland, ON

CA flag

Canada

Nijmegen, GE cuts down on unwanted ads in the mail with its yes-yes sticker program

Municipal officials identified unaddressed advertising mail as a major source of paper waste. The proposal creates an opt-in system for residents who want to continue receiving this type of mail. A ja-ja - or yes-yes - sticker on a mailbox leads to the delivery of unaddressed ads. Nijmegen also offers a no-no sticker for households that don't want addressed advertisements. Each household without a yes-yes sticker eliminates an estimated 26 kilograms of paper waste each year.

Citizen Services+1
NG

Nijmegen, GE

NL flag

Netherlands

Grand Traverse County, MI responds to non-emergency situations with Citizen Online Reporting Portal

The County Sheriff's Office introduced the portal as it balances limited resources with a growing population. A form powered by LexisNexis Coplogic generates tickets for non-emergency incidents ranging from lost property to identity theft. Residents can use this portal for incidents taking place within the county without known suspects. County officials anticipate the replacement of up to 10% of calls by online reports, thus freeing staff for investigations.

Citizen Services+2
GT

Grand Traverse County, MI

US flag

United States

Greater Dandenong, VIC introduces single sign-in portal for a variety of council services

The council's IT team sought an alternative to siloed department systems requiring six separate log-in credentials. A year-long development process with vendors including Boomi, Okta, and Demonz Media was less expensive than competing products. The new system requires one sign-in credential for service requests, permit applications, and bin collection schedules. The portal translates information into 130 languages and reduces calls or emails about commonly asked questions.

Citizen Services+3
GD

Greater Dandenong, VIC

AU flag

Australia

Clay County, FL introduces Clay Connected mobile app and platform as one-stop service resource

Clay County worked with GOGov on replacing department-by-department processes for handling service requests. Clay Connected hosts online forms for service requests about potholes, traffic light outages, and park maintenance issues. These requests are automatically routed to the appropriate departments and updates are provided from ticket creation through resolution. Residents also use Clay Connected for information about county services like veterinary services and facility rentals.

Citizen Services+3
CC

Clay County, FL

US flag

United States

Kolkata, West Bengal adds WhatsApp chatbots for vaccination appointments and vital record requests

Public health officials introduced a WhatsApp chatbot for COVID-19 vaccination appointments to leverage the messaging app's popularity. Residents message +91 8335999000 and their first vaccination date to schedule follow-up appointments. This chatbot was successful enough to expand its reach from three vaccination centers to 100 centers. Kolkata later added a WhatsApp chatbot for birth and death certificate requests accessible by messaging +91 83359999111.

Citizen Services+5
KW

Kolkata, West Bengal

IN flag

India

Merritt, BC balances employee retention and public service quality with 4-Day Work Week Trial

The one-year pilot creates three-day weekends as an incentive for current employees and a recruiting asset in an applicant-friendly job market. City Hall will be open 8:00 am to 5:45 pm Tuesday through Friday rather than the previous schedule of 8:30 am to 4:30 am Monday through Friday. Employees receive Mondays off during the trial, while residents can access public services before or after work. Surveys halfway through the pilot will evaluate impacts on customer and employee satisfaction.

Citizen Services+3
MB

Merritt, BC

CA flag

Canada

Telford and Wrekin Council add three new services, thanks to TOM, their AI Assistant

'Ask TOM' has increased by 39% over the last 12 months, meaning more users shift towards self-service. Improvements to the live chat channel (over 60% drop in chats with agents and in waiting times) mean the AI is successfully deflecting contact. With pressure taken off staff, long-term sickness has fallen 74% and short-term sickness by 16%. With released capacity, Telford and Wrekin have been able to add 3 new services with no additional headcount: homelessness, registration, libraries.

Citizen Services+5
IA
ICS AI Ltd
T&

Telford & Wrekin Council, GB

GB flag

United Kingdom

Lorain, OH is launching the SeeClickFix 311 citizen response system to solve local problems

The city of Lorain is launching the SeeClickFix program that will allow residents to report problems like potholes, a neighboring home that's fallen into severe disrepair or a business that stores junked automobiles on its property. The Lorain City Council approved spending $35,000 on the 311 citizen response system which can be access via a downloaded mobile app and web portal. Any information submitted into the system will be sent to the city it is logged and assigned to a city worker,

Citizen Services+4
LO

Lorain, OH

US flag

United States

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