We are excited to announce a new feature launching Wednesday, May 10th. It’s called Due Dates and it helps you to prioritize and plan your requests for service.
In SeeClickFix, organizations can track response time by setting up Service Level Agreements (SLA) for different types of service. This helps to benchmark and establish goals for responding to specific types of requests. If your SLA for potholes is 7 days, it means that you hope to resolve potholes within 7 days on average. This is great for measuring success in aggregate, but it doesn’t help you to plan and prioritize individual requests.
That’s why we created due dates. A due date is an estimated completion for an individual request and can be moved around based on prioritization and available resources. Due dates can be set automatically, based on the category’s SLA or they can be set manually as requests come in. Either way, after a request comes in, you can change a due date as many times as you like. Here is an example.
Let’s say our organization would like to resolve all pothole concerns within 7 days. That means our pothole category will have an SLA of 7 days and each new pothole request that comes in will be given a due date that is 7 business days from the submission date. But it could be that we plan to resolve one pothole tomorrow (it’s on a planned route for our Streets Dept) while another pothole is planned for resolution two weeks from now, when we will be repaving the entire street.
With due dates, I can move one pothole to tomorrow and one to two weeks from now. Now, our streets crew can see which potholes are planned for resolution this week, planning their day around these issues. Plus, when a citizen calls in to check on a request, staff will be able to quickly view the estimated completion time, giving the citizen much better information.
Each time I move a due date a comment is added automatically to the request some we can keep track of how often we are having to move things around. However, because due dates are completely internal, I don’t have to worry about confusing or frustrating the citizen. Finally, at the end of the month I can export a set of requests to compare the SLA for a request category with the average due date and the average close date.
For more information, take a look at the product webinar here: