The City of North Battleford plans to start using a new computer program in the near future so it will be easier for residents making service requests to track when the work is completed. (file photo/battlefordsNOW Staff)

By Angela Brown

Customer service

City plans to use online service tracker so residents can follow their requests

May 28, 2020 | 5:54 PM

Have a pothole problem? See the city fix it in real time.

The City of North Battleford hopes a new computer application will take the mystery out of the process when customers submit a request for service.

The program was discussed at council’s meeting this week.

Within the next month the city hopes to implement the All-Net company’s program called Service Tracker – a system municipalities can use to track and follow up on residents’ requests.

City Manager Randy Patrick said it is an efficient way for the city to keep residents informed on a variety of potential concerns they may ask about, including pothole repairs.

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“You can go to the website and if there is a pothole, you can put in the address where the pothole is, take a picture of it and send it to us,” he said.

Once the city receives the request for service it will forward the information to the appropriate department staff who will then attempt to fix the problem.

When the work is completed, the resident will receive a notice indicating the work was completed. Everything is documented on the website.

The city is in the process of creating its own site through the program for the North Battleford community. All-Net, the company that offers the program, is based in Manitoba.

“I think it’s important that we provide the best service we can,” Patrick said. “Part of that is dealing with issues that come up. And making sure those issues are dealt with, and that the people get a response back. “

He said often in the past when the city has done work following a request for service, the resident will not know whether the work has been done.

“Now they will get a response back saying it’s finished,” Patrick said.

If a resident sees a pothole, for example, they can take a picture of it, send it to the city with their request through the program, and the city will follow up.

Patrick said he has seen the program used in other municipalities with success, and believes it would work well here too.

And with so many people using cellphones these days, he said, it made sense for the city to provide the online program, so people can submit their request whenever it is convenient for them.

A link to the program will be available on the city’s website when it is ready.

Residents can then complete the online form detailing their concern, attach any related files or pictures, submit the request, and the city will address the issue.

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angela.brown@jpbg.ca

On Twitter: @battlefordsNOW