City Services: ____________________________________________________________________________________________________________________________________________________________________________________________
The City of Duncanville is delighted to launch its web-based Citizen Action Center . The Citizen Action Center will allow citizens to obtain information about city services, ask questions of city staff, report problems within the city, and submit requests for service. The Citizen Action Center will also allow citizens to check the status of their questions and requests. All of this can be done from the comfort of your home or office, twenty-four hours a day, seven days a week.
Benefits to Our Citizens:
Available 24 hours a day, 7 days a week to obtain information or make a request.
Ability to receive continual updates on requests.
Ability to provide the city with feedback.
Benefits to the City:
Streamlined request processing.
Reduced incoming calls and e-mails.
Improved consistency in answers.
Centralized processing and information for requests over the counter, phone, or web.
The citizen interface consists of five primary functions:
Find an answer – search questions and answers for information; accomplished through a Frequently Asked Question section. Also includes a list of most popular FAQs.
Ask a question – send an e-mail to staff with a specific question.
Make a service request – send an e-mail to report a condition or needed repair.
Check status of questions or requests through “My Area”.
List of most popular FAQs.
Navigating the Citizen Action Center
“Find Answers”
By clicking “Find Answers” from the Home Page, the “Find Answers” page is presented which allows you to search the KnowledgeBase. Currently, the KnowledgeBase contains 137 frequently asked questions.
From within this section, you may view questions contained within specific filters (Department) and sub-filters (Activity). You may also enter a keyword, phrase, or question. The system will search the entire KnowledgeBase and return all questions containing those words.
“Submit a Question”
If you are unable to find the answer to your question in the most frequent FAQs list or by searching the KnowledgeBase, you may contact staff with your question. When clicking on the “Submit a Question” link, a page will be presented requiring completion of the following fields:
E-mail address
Summary of question
Department
Activity
Question detail
Once you complete the required fields and hit the “Submit Question” button, the following will occur:
The system will display FAQs that may answer your question. You will be asked to review the listing. If your question is not found, hit the “Confirm Your Question” button.
If it is your first submission, additional information will be requested, such as your name, address, and telephone number.
The confirmation number and information will be displayed.
An e-mail will be sent reiterating your question and the confirmation number.
An e-mail will also be sent to the designated staff member for the Department/Activity specified. This e-mail alerts the appropriate staff person that action is needed.
“Make a Service Request”
For more structured requests, you can make a “Service Request”. When clicking on “Make a Service Request”, a screen will appear containing a list of established service requests, such as “Report a Pothole”. Currently, 73 different service requests are available. For customer ease, a service request can be more easily located by doing a category and/or keyword search.
After selecting a service request, completing the required fields, and hitting the “Submit” key, the following will occur:
If it is your first submission, additional information will be requested, such as their name, address, and telephone number.
The confirmation number and information will be displayed.
An e-mail will be sent acknowledging your request and the confirmation number.
An e-mail will also be sent to the designated staff member. This e-mail alerts the appropriate staff person that action is needed.
“My Duncanville ”
The fourth option on the GovQA Home Page is the “My Duncanville” portal. This allows you to access and review the questions and requests you have created. After entering your email address, password and clicking “Submit”, you will see a list of your inquiries. By clicking on the Reference Number, the details of the question or request will appear. If desired, you can also respond to staff with additional information.
“Most Frequently Asked Questions”
The Most Frequently Asked Questions appear at the bottom of the GovQA Home Page. Currently, the Citizen Action Center contains 137 FAQs.
Having Difficulties?
We hope that you find the Citizen Action Center beneficial. If additional information is needed, or if you have trouble navigating the system, please contact one of the following individuals:
Keith Bilbrey , Community Information Administrator, 972-780-5043