Citizens Connect is the City of Boston’s strategy for Citizen-to-City transactions. It focuses on making services easily available to constituents, cutting down on the amount of time that elapses between when a request is made and the service time and reducing the City’s cost to manage requests & transactions.
“We are using the latest technology to make government even more accessible and more responsive.”
– Thomas M. Menino, Mayor of Boston
"Complaining is fun, but the real payoff is that the city actually fixes the things you complain about."
- Citizens Connect User
Category Based Online Services Menu
Our category based online services menu integrates all online transactions with the City, including: Service Requests, Payments, Forms, Permits and Applications. Organizing the 300+ online transactions by category makes it easier for users to find what they’re looking for. Since its introduction, the page has become the 4th most popular on our website.
View The Online Services Menu
Mobile App
The Citizens Connect Mobile App enables residents and visitors to send issues and problems (such as potholes, street lighting) directly from their iPhone or Andriod devices to city departments for resolution. To date, 14,000+ Boston residents have downloaded the Citizens Connect application available for free at the Apple iTunes store. Key features include the ability to attach a photo, capture system-generated GIS coordinates, edit GIS coordinates to improve accuracy and follow the service request with end-to-end tracking because the system is fully integrated with the back-end work order management system.
In response to the iPhone App, one user commented:
“Bravo! I love this app. It makes reporting troubles very easy, and reports get resolved in a timely fashion.”
More Information About Citizens Connect iPhone App
Phone + GPS + Camera= Revolution - Governing Better, Faster, Cheaper
Send Photo, Get Action – Boston Globe
Constituent Relationship & Work Order Management
In October of 2008, we implemented a new Constituent Relationship & Work Order Management system to administer requests for service from constituents, create work orders for City agencies, and track progress through completion. This system has increased service quality, accuracy, timeliness, and accountability. New online forms are designed to collect all of the necessary information related to a request, which reduces the need for follow-up questions. Once received, the requests are immediately assigned to the responsible department so that they can address the issue faster. Prior to this, service delivery departments had no idea how many calls were received. With the new system – they knew exactly how many requests they received, and how long it took to address them. The new forms have resulted in fewer phone calls and more web requests - in the past six months, the percentage of total requests that were submitted via the website has grown from 9% to 20%.
Computer System Quickens City Response to Complaints – Boston Globe
GIS Data Hub
Launched in August 2009, the GIS Data Hub provides a resource for both City employees and residents to access maps, reports and charts using geographic data layers. Constituents can use the Data Hub to see what service issues neighbors have reported in their community.
View the Date Hub
- Privacy & Security
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