eFeedback Manager for Public Agencies

The eFeedback Manager for Public Agencies is a CRM/311 software specifically designed for local government agencies. According to the vendor, this solution aims to modernize the customer service experience by providing easy-to-use tools for citizens to report issues, find information, and submit service requests. The eFeedback Manager is suitable for local government agencies of any size and is utilized by professionals such as city managers, neighborhood services managers, code enforcement officers, and animal control officers.

Key Features

Knowledge Base: According to the vendor, citizens can search for answers to their queries before submitting requests by accessing a publicly available database of information.

Request Routing: The vendor claims that configurable workflows enable automatic assignment of submissions to the appropriate department based on attributes like category selection or location, streamlining the process.

Escalations & SLAs: The vendor states that staff members receive timely reminders for service orders assigned to them, and requests that do not meet the service level agreements (SLAs) are automatically escalated for prompt action.

Citizen Surveys: The vendor claims that upon closure of their requests, citizens receive customer satisfaction surveys, allowing agencies to measure and improve citizen satisfaction levels.

Communications: According to the vendor, staff members can directly correspond with citizens from the CRM/311 software and add internal-only comments. Citizens are promptly notified when their request is closed.

GIS Integration: The vendor states that in-app GIS intelligence tools enhance staff execution and expedite citizen submissions, improving overall efficiency.

Enhanced Records Search: According to the vendor, citizen submissions and historical records can be easily searched by category, keyword, location, or person, enabling quick access to relevant information.

User Management: The vendor claims that access to the CRM/311 software can be efficiently controlled using role-based permissions, ensuring data security and appropriate system usage.

Template Library: According to the vendor, each department can upload templates for email and text message auto-responses, enabling standardized and efficient communication with citizens.

Auto-Submission Categorization: The vendor states that a text-recognition algorithm reads submissions and automatically suggests a category, simplifying and expediting the submission process for citizens.