By Shaun Penner

Reports can go to 311

City discontinues use of SeeClickFix reporting tool as new system undergoes testing

May 13, 2021 | 1:39 AM

The City of Grande Prairie has discontinued the use of the SeeClickFix non-emergency reporting system as it begins to transition to a new, more comprehensive reporting system later this year.

SeeClickFix, which has been utilized by the city since it was first piloted in 2011, lets citizens report non-emergency issues such as potholes, damage, or vandalism.

However, Corporate Citizen Experience Supervisor for the city Doug McGuire says the new system will record citizen reports through multiple channels into one solution.

“It’s going to be able to take email, web, text, telephone (requests). It’s going to be able to take all of those inquiries and keep them together,” said McGuire. “Instead of having different systems that record information across different channels, we’re actually going to have a system now that’s actually going to be able to bring them together.”

McGuire says the move will bring citizen reporting of such issues in with its new 311 contact centre through a city-wide enterprise solution, creating a more efficient and centralized record of outstanding issues.

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“It’s going to be able to manage the citizen case, right from the first point of contact, right to the department,” said McGuire.

“It’s not just a front-end to gather information, it is actually going to be able to help us manage that case right through to resolution at a department or be able to follow that answer backward to make sure that we are closing the loop with the citizen.”

McGuire says the new customer relationship management program is undergoing testing, with the hope of having it up and running by the summer.

In the meantime, residents can report all non-emergency issues to 3-1-1, or by emailing info@cityofgp.com.

“Either one of those, we manage it internally. We’ll make sure those requests get to where they need to be.”

He adds all previously submitted reports have been entered into the system and will still be addressed.

The city also reminds residents that street light issues are the responsibility of ATCO and should be reported to them.