The Challenge:
Many City Council offices face a common challenge: delivering excellent constituent service while managing a growing number of inquiries.
In one such office, the Member and Director of Community Outreach made quick response times a top priority. However, the sheer volume of requests became overwhelming. The team relied on outdated systems that made it difficult to track cases, prioritize follow-ups, and respond efficiently.
The Director of Community Outreach shared how their old approach to constituent management was holding them back:
“When a constituent sent a request, it took an enormous amount of time for our staff to find their record and check if we had responded before. Now, we simply type in their name, and all their contact details, past inquiries, and our responses are right at our fingertips.”
The Solution:
Facing these challenges, the office knew they needed a better solution. In 2023, they began searching for a solution that was simple, cost-effective, easy to implement, and secure.
They wanted something that would make it easy to log inquiries under a constituent’s record and quickly pull up a history of all their interactions, helping them provide faster and more efficient service.
Partnering with CivicTrack for Constituent Services:
Since implementing CivicTrack, the office has seen significant improvements in how they handle constituent inquiries.
The platform has made it easier for staff to log, track, and retrieve information quickly, ensuring nothing falls through the cracks. Their ability to respond efficiently, schedule follow-ups and provide timely updates has enhanced the overall experience for constituents while also reducing the workload for the team.
One staff member shared, “Now we don’t waste time hunting for information. All the notes, past inquiries, and replies are right at our fingertips. No matter who’s handling the case, everyone can easily find the details they need. It’s completely changed the way we work.”
Here is a closer look at how CivicTrack made a difference in the office’s operations.
Improved Case Tracking:
The team could easily keep track of every inquiry from start to finish. They used the system to organize requests into categories like “housing” or “public safety,” which made it easier to manage and prioritize. They also added notes about special needs, like if someone was hard of hearing, to provide more personalized help.
Tip: Create case categories that align with your community's most common issues. This helps prioritize cases and spot trends that may require policy-level attention.
Improved Follow-Ups:
CivicTrack helped the team stay on top of follow-ups by setting reminders and tracking deadlines. This meant they could quickly respond to requests and make sure no one was forgotten. The office said they were 40% better at providing timely help.
Faster Response Times:
The team cut their response times in half by using automated tools and setting priorities for urgent cases. CivicTrack’s templates also made it easy to reply quickly to common questions.
Tip: Create templates for questions you get often. This saves time and lets you focus on more complex problems.
Happier Constituents:
People noticed the improvements. A survey showed increased satisfaction levels, with people saying the office was “quick” and “helpful.”
Tip: Use feedback tools to ask how you’re doing after cases are closed. This shows you care and helps you find ways to improve. CivicTrack has in-built feedback tools letting you easily create and send a survey to groups and segments in your database.
Detailed Constituent Profiles:
CivicTrack’s detailed constituent profiles gave staff quick access to all the information they needed—contact details, case history, and more. This made every interaction smoother and more personalized, no matter who was handling the case.
“CivicTrack has made it so much easier for my staff to keep track of cases and follow up with those in need of assistance. Since implementing the platform, we’ve seen a 40% improvement in our ability to manage inquiries and provide timely responses. It’s streamlined our workflows and ensures nothing falls through the cracks—our community has noticed the difference!” – Director of Community Outreach, City Council Office.
What is a Constituent management system:
A Constituent Management System (CMS) like CivicTrack is a specialized platform built to help elected officials and their teams manage interactions with the public more effectively. It serves as a central hub for organizing, tracking, and responding to constituent inquiries, enabling offices to provide timely, personalized, and efficient service.
CivicTrack is the leading platform designed specifically for elected officials. It makes it easy for officials to connect with their communities in meaningful ways and respond to constituents quickly, even during the busiest times.
Why is this Case Study Anonymous?
We take our client’s privacy very seriously. Contact us for references at every level of government, including local government in the U.S. or Canadian municipalities.
Discover how CivicTrack can help your office respond faster and build stronger connections with your community. Schedule a demo today to see the platform in action.
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