New Customer Response Software From Active Government Solutions Helps Cities and Counties Manage Service Requests and Complaints

Naperville, Ill. and Town of Markham, Ont. First to Use 'Active Customer Response'

SAN DIEGO, Dec. 7 /PRNewswire/ -- Naperville, Ill. and Town of Markham, Ont. are the first cities to implement new customer response software from Active Government Solutions, a leading software technology and marketing solutions provider to local governments. Naperville Park District and nine departments within the Town of Markham will use the new solution, Active Customer Response 2.0, to receive, track, route, and resolve service requests and complaints, capture key customer information, monitor service performance and enhance responsiveness to their communities.

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"We're offering a reliable, efficient way for cities to improve their responsiveness to citizens across the organizational silos," explained Alex Barnetson, senior vice president, Active Government Solutions. "Active Customer Response was specifically developed to meet the needs of local governments and offers a tightly integrated, automated solution essential for tracking and responding to community service requests onsite and around the clock online. The software also offers fast integration with existing applications so cities can easily launch initiatives across many departments without incurring significant IT costs or delays."

Designed to improve the management and flow of customer request information from a city's call center or front office, to its back office or operational site, Active Customer Response provides an efficient solution for capturing, managing and resolving service requests and complaints any time of day. The software, based on industry-standard, leading technologies and compatible with MS SQL and Oracle databases, was developed with extensive feedback from municipalities to reflect their unique requirements. It offers workflow tools that enable cities to manage escalation procedures such as designating case owners, defining task owners, and establishing estimated time frames for task completion to deliver efficient resolution and eliminate risks of service failures. The product was also developed to integrate tightly with ESRI's geographic information system (GIS) software, used by 200 of the largest U.S. cities and 60 percent of counties and municipalities nationwide.

At Naperville Park District, the staff fields more than 100 calls each day from residents. While many calls can be handled right away, others, such as reports of damaged playground equipment or the opening of a new facility, may need follow-up. Previously, Naperville Park District didn't have a tracking system for determining how or if issues were resolved. Using Active Customer Response, Naperville staff can now track the customer request or complaint, provide a history of the issue, record the person who spoke to the resident and track the status of the inquiry. "It's taking customer service to the next level," said Mark Campbell, community development director, Naperville Park District. "Each step along the way is documented so we aren't reinventing the wheel. We're also saving residents time -- they're able to speak with one contact and gain the confidence their request will be handled efficiently."

Through the software's integration module, Active Data Broker, cities can integrate their existing GIS and departmental data into their customer service workflows. Naperville Park District uses work order management software to schedule maintenance for public assets and to calculate costs for materials and staff and was able to integrate this system easily with Active Customer Response. Using the software's GIS integration, The Town of Markham can now display service requests by area. Explained James Allen, chief information officer, Town of Markham, "We use GIS data to assign tasks to our staff operating in specific areas. Using the GIS map overlay feature in Active Customer Response, we will be able to display requests by ward. We plan to deploy this function to our Council members so they can discern patterns in the types, location and trends related to service requests. This visual data will be very helpful for our Council."

About Active Government Solutions

Active Government Solutions, part of San Diego, Calif.-based The Active Network, Inc., brings a 20-year history improving organizational efficiency and citizen service for local governments and public service organizations worldwide through software technology and marketing solutions. A major solutions provider to more than 1,150 local municipalities, the company's technology solutions include cashiering and payment, citizen service request, and crisis and information management software designed specifically for cities and counties. The software offers municipalities of any size a centralized, automated payment and customer service response solution, and an effective communications system for updating citizens. City departments can also offer citizens access to increased service options online, over the telephone or through self-service kiosks for any city bill payment, information inquiry or service request. Also available are marketing services designed to promote community use of online services and self-service options. Representative customers include City of Auburn, Washington; City of Moreno Valley, California; and Town of Oakville, Ontario, Canada. For more information, visit

CONTACT: Shelly Burnside of The Active Network, Inc., +1-858-964-3813,
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