Overview

Citizen Problem Reporter is a configuration of the Crowdsource Reporter application that allows the general public to submit non-emergency problems (for example, blight, graffiti, trash, pothole, and flooding) in their community from a smartphone, tablet, and desktop computer.

Citizen Problem Reporter is typically used by planning departments, public works agencies, and other local government organizations to deliver a web-based service request application. This application provides 24/7 access to the organization and typically supplements customer service phone numbers staffed by local governments.

Local Government personnel can configure the Crowdsource Manager application and Operations Dashboard for ArcGIS to monitor, verify and assign reports to responsible agencies for resolution. In local governments that have deployed an automated system (CRM/CMMS systems) to track service requests and work activities, the online requests can be routed to staff responsible for their resolution. If an automated system is not present in the local government, a manual service ticket can be created and routed to appropriate staff. Local government can take the feedback, review sentiment, and use it to help improve their services in the community.

After a problem has been resolved, you may want to know how satisfied the submitter is regarding the resolution to the service they requested. The Citizen Problem Satisfaction Survey application allows you to solicit feedback from your citizens to help you improve your city's customer service. You can incorporate sending a satisfaction survey by adding satisfaction survey button to the Citizen Problem Manager application. Before completing the steps below, ensure you have deployed the Citizen Problem Manager application to your ArcGIS organization.

Requirements

To deploy Citizen Problem Reporter using the ArcGIS Solutions Deployment Tool requires specific software.

Requirement Description
Software
Solution deployment
  • ArcGIS Pro 2.1 - 2.3 (Basic, Standard, or Advanced)
Solution hosting
  • ArcGIS Online subscription
Applications
  • Crowdsource Reporter (configurable application template)
  • Crowdsource Manager (configurable application template)
  • Operations Dashboard for ArcGIS
  • Survey123 for ArcGIS

What you get

Citizen Problem Reporter can be deployed in your ArcGIS organization without downloading the solution. When you deploy Citizen Problem Reporter in your organization, you'll find the following:

Item Name Description
Applications Citizen Problem Reporter An application used by the general public, or local government personnel, to submit non-emergency problems in their community.
Citizen Problem Manager An application used by local government personnel to triage submitted problem reports and update the status of each report as needed.
Citizen Problem Dashboard An application used by local government personnel to monitor non-emergency problems submitted by the general public.
Citizen Problem Satisfaction Survey A survey used by the general public to report their satisfaction regarding the service requested.
Maps Animal Problems A map used to report animal control concerns.
Blight Problems A map used to report blight concerns.
Health Problems A map used to report environmental health concerns.
Citizen Problem Dashboard A map used to monitor non-emergency complaints.
Citizen Problem Manager A map used to manage non-emergency complaints.
Citizen Problem Survey A map used to monitor satisfaction survey results.
Land Use Problems A map used to report land use concerns.
Park / Tree Problems A map used to report park / tree concerns.
Road Problems A map used to report road concerns.
Snow / Ice Problems A map used to report snow or ice removal concerns.
Trash Problems A map used to report trash concerns.
Water / Sewer Problems A map used to report water / sewer concerns.
Feature layers CitizenProblems A feature layer used to store non-emergency problems reported by the general public.
CitizenProblems_animal A public feature layer view used in the Animal Problems map to report animal control concerns.
CitizenProblems_blight A public feature layer view used in the Blight Problems map to report blight concerns.
CitizenProblems_dashboard A feature layer view used in the Citizen Problem Dashboard map to monitor reports of non-emergency problems reported by general public through focused citizen engagement applications.
CitizenProblems_health A public feature layer view used in the Health Problems map to report health concerns.
CitizenProblems_landuse A public feature layer view used in the Land Use Problems map to report land use concerns.
CitizenProblems_parktree A public feature layer view used in the Park / Tree Problems map to report park and tree concerns.
CitizenProblems_road A public feature layer view used in the Road Problems map to report road concerns.
CitizenProblems_snowice A public feature layer view used in the Snow / Ice Problems map to report snow and ice concerns.
CitizenProblems_survey A feature layer view used in the Citizen Problem Satisfaction Survey application to monitor survey results reported by general public.
CitizenProblems_surveyresults A feature layer view used in the Citizen Problem Survey map to monitor satisfaction survey results.
CitizenProblems_trash A public feature layer view used in the Trash Problems map to report trash concerns.
CitizenProblems_utility A public feature layer view used in the Utility Problems map to report utility concerns.
Groups Citizen Problem Reporter A group used to configure the Crowdsource Reporter application and share maps with members of the general public who will be submitting problem reports.
Citizen Problem Manager A group used to configure the Crowdsource Manager application and share maps with local government personnel who will be triaging problem reports submitted by the general public.

View applications

The Citizen Problem Reporter solution includes a collection of citizen problem reporting applications.

  • Take the Citizen Problem Reporter application for a test drive if you'd like to see how the general public can submit non-emergency problems from a smartphone, tablet, and desktop computer.
  • Take the Citizen Problem Manager application for a test drive if you'd like to see how local government personnel can triage submitted problem reports and update the status of each report.
  • Take the Citizen Problem Satisfaction Survey application for a test drive if you'd like to see how the general public can report their satisfaction regarding the service requested.
  • Take the Citizen Problem Dashboard application for a test drive if you'd like to see how local government personnel can monitor non-emergency problems submitted by the general public.

This try it now experience has been configured to help you set up a non-emergency problem reporting solution for your local government.

What's new

Below are the release dates and notes for Citizen Problem Reporter.

Date Description
January 2019
  • A new satisfaction survey that can be used by the general public to provide feedback on the service requested.
  • Citizen Problem Manager and Citizen Problem Dashboard maps have been replaced by Citizen Problem Manager map and Citizen Problem Dashboard map.
  • Citizen Problem Reports layers have been replaced with CitizenProblems feature layer used to store non-emergency problems.
  • Added a map and feature layer view to support land use problems.
  • Added new feature layer views for each category to support Citizen Problem Reporter application.
  • Citizen Problem Dashboard feature layer views have been replaced with CitizenProblems_dashboard.
  • Updated map symbology.
  • Support for ArcGIS Pro 2.3
June 2018
  • Support for ArcGIS Pro 2.2.
  • Citizen Problem Dashboard is supported on ArcGIS Enterprise 10.6.1.
April 2018
  • Support for Operations Dashboard for ArcGIS configurable web app.
January 2018
  • Support for ArcGIS 10.6 and ArcGIS Pro 2.1.
June 2017
  • Citizen Problem Reporter can now be extended with a series of scripts that help organizations send email notifications, moderate content, and generate report IDs.
  • Support for ArcGIS 10.5.1.
January 2017
  • Citizen Problem Reporter can now be deployed in your ArcGIS organization using the ArcGIS Solutions Deployment Tool.
  • The CitizenProblemReports feature layer has been replaced with a series of specific feature layers for each problem type.
  • Traffic Safety Problems and Vector Control Problems have been removed and are now delivered in the Vision Zero and Mosquito Service Request solutions.
June 2016
  • A series of enhancements to existing layers in the CitizenProblemReports service.
  • Traffic Safety Problems and Vector Control Problems have been added to the CitizenProblemReports service.
December 2015
  • A new Operations Dashboard for ArcGIS configuration that can be used to monitor non-emergency problems submitted by the general public.
  • A new GeoEvent Extension for Server configuration that can be used to provide real-time notifications when a problem is reported in your community.
July 2015
  • First release of Citizen Problem Reporter

Get started with Citizen Problem Reporter

Automated deployment option

This ArcGIS Solution can now be quickly deployed in your organization with the ArcGIS Solutions Deployment Tool.

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ArcGIS Solutions for Local Government includes several related maps and apps that also can be configured in your organization:

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