Last year at this time the City of Toledo launched Engage Toledo, a citizen-focused, 24-hour a day, seven day a week operation to improve the collection, management, completion, and follow-up on citizen service requests. Engage Toledo has become an important communication tool that provides an efficient and effective way for many city departments to receive important information from citizens about services they need.
New tools launched this week are upgrades to current customer experiences. The Engage Toledo app has been redesigned to give users the ability to report more problem types in the community, and receive messages based on the resolution to their concern. Some more notable updates to the Engage Toledo App, which is available now at www.Toledo.oh.gov:
- Citizens may now report 36 problem types instead of 5.
- Service request types have organized into categories.
- Clearer messaging has been added based on resolution of service requests. A “closed” message will now only be sent to the citizen upon completion of the work.
- Upgrades to the service request finder at http://toledo.oh.gov/engage-toledo/service-request-finder/ allow citizens the same ability to view the same information they would have by calling customer service.
Citizens are becoming more familiar with using Engage Toledo to report issues and concerns.
Last year more than 32,000 requests for city services were recorded and tracked through Engage Toledo. So far in 2016, 29,777 service requests have been received; 95% have been completed with just 5% remaining open today. Translation services for non-English speakers and a courtesy call back feature were added during the past year.
The City of Toledo seeks citizen input to continue to improve the Engage Toledo experience. Citizens are invited to download the new app and use it when reporting concerns and to provide feedback by filling out a survey at this link: https://www.surveymonkey.com/r/RVXY3MF.
Of course, Engage Toledo remains available by phone at 419-936-2020 24 hours a day, seven days a week.