The City of Covington is the first in the Commonwealth to offer the QAlert service to its citizens through its recently redesigned Web site www.covington.va.us. The QAlert™ Municipal CRM System, is a dynamic Web-based tool that enables citizens to place non-emergency service requests from anywhere with Internet access, 24 hours a day.
“This new Web-based tool provides a new level of customer service and we are pleased to offer the service request system through the city’s Web site,” said Claire Collins, City Manager for the City of Covington. “Being the first in the Commonwealth to offer such a service, we welcome all comments and input regarding this new service and look forward to addressing service requests received.”
With QAlert, service requests or complaints are entered online by citizens and tracked by city staff. Each entry is automatically assigned a ticket number and instantly routed via email to the department responsible for handling the request. Citizens can be notified by email and/or telephone each time an action is taken, or just when the service request has been addressed and is closed.
QAlert also enables city department heads to generate a variety of reports including issues resolved, issues outstanding, length of time outstanding, issue type, and many more.
The City of Covington collaborated with www.Virginia.gov to create the new intuitive Web site design. Virginia.gov has formed a partnership with QScend Technologies Inc., an industry leader in Web-based software solutions and services for municipalities and the developer of the QAlert system - www.qscend.com. Virginia.gov serves as the point of contact to offer QAlert, as well as QScend’s other services, to Virginia municipalities and agencies.
About Virginia.gov
Virginia.gov is a public private partnership established between the Virginia Information Technologies Agency (VITA) and Virginia Interactive. Virginia Interactive, a subsidiary of NIC (NASDAQ: EGOV), manages the commonwealth’s portal and brands and markets eGovernment Web sites and services as www.Virginia.gov.
About QScend
QScend Technologies (www.qscend.com) is an industry leader in Web-based software solutions and services for municipalities. More than 2,000 QScend product users access the company’s series of “Q” products for a variety of citizen service related functions, including web site content management, electronic newsletter distribution, citizen service request management and 311 call center function.
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Autor(en)/Author(s): Deanna Boehm, Claire Collins
Quelle/Source: Business Wire, 09.05.2008
