When it comes to customer service in the public sector, there are three keys to a positive experience: knowing who to contact, confirmation that your request has been received, and getting a speedy response (if not a solution). The City of Manteca has put all three elements into practice with their “GoManteca” mobile app, powered by GOGov.
Even though the City of Manteca has been using GoManteca to engage and interact with residents for over two years, the community can connect to City Hall now more than ever. The GoManteca app is designed to serve as the digital front door for the entire City, allowing for easy submission of service requests and more. In continuation with their goals of reliability and communication, the City recently rolled out an updated version of the GoManteca app.
With the updated app, residents can now:
- Submit Requests/Concerns with the easy access “Start Request” button
- Provide multiple photos when submitting a request
- Track requests and send messages to City Hall Staff regarding the status of a request
- Opt-in for Text Alerts
- Access Frequently Asked Questions through the fully searchable knowledge base
- Submit anonymous requests
“In the age of technology and the need for virtual connectedness, the City of Manteca has found a platform that can reach people of all ages and demographics in our diverse City,” said Pennie Aronsack-Marques, Manteca’s Director of Information Technology and Innovation. “In the past 12 months, we have received over 5,100 requests through the app across all departments. These requests are automatically routed to the correct department & staff for resolution.”
GOGov specializes in providing Citizen Request Management (CRM) and Code Enforcement software to local governments of all sizes. According to their website, they have facilitated almost 5.5 million requests from over 2.1 million users across hundreds of public agencies. The City’s free GoManteca app is available on both the Google Play Store and Apple App Store.