When Fault Reporting Tools Meet Communication
This is how you combine DriftWeb Citizen with Innocode’s citizen app.
How can municipalities both save resources and simultaneously strengthen service to residents? An important answer is to connect internal tools like fault reporting with outward-facing communication and contact center functions.
Driftweb Citizen handles fault reports and operational information in a structured way – together with our solutions for citizen dialogue and communication channels, the value can become much higher.
Strategic Value of Comprehensive Solutions
When a fault reporting system is not only used for incoming reports from residents, but is also linked to the municipality's outward-facing channels and service center, several things happen:
- Residents can receive quick and clear information about ongoing operational matters via push notifications in the app.
- The communications department and contact center can work more proactively, avoiding answering repeated questions that have already been communicated about.
- The municipality's resources can be freed up: less administration and fewer calls or emails for the same type of cases.
References and Lessons Learned
- Farsund in Norway is a clear example of how a municipality that introduces a citizen app and targeted information initiatives can reduce the number of phone calls, reduce physical visits, and increase the use of digital channels. Farsund shows how residents gladly use the app and push notifications, which leads to lower load on the service center.
- Huddinge municipality has a well-developed fault reporting function via app and web. Residents can report faults via the mobile app, with map position, images, and description. Huddinge is now in the process of expanding the fault reporting app - an integration between Sweco's Driftweb Citizen & Innocode's Citizen App - into a full-scale communication app.
How DriftWeb Citizen + Innocode Can Contribute
By combining Driftweb Citizen with Innocode's solutions for:
- App/citizen platform
- Communication via push notifications, web, social media
- Contact center and communications department
... the municipality can achieve:
- Better coordination in case management and communication.
- Reduced load on service center/telephone.
- Faster feedback to citizens and better transparency.
- Higher resident satisfaction and more sense of participation.
