5916000.com gives citizens online access to the City’s customer service request system 24 hours a day, 7 days a week, 365 days a year. Citizens are able to request 57 different City services. Services are grouped into categories to make locating the right service request easy.
The idea for this project was developed collaboratively in response to the severe budgetary pressures faced by the 591-6000 Call Center with the involvement of the City Manager’s office, Department of Public Services and Enterprise Technology Solutions (ETS). ETS divisions tag teamed to deliver the solution in a rapid fashion with the ETS Director coming up with the concept of the 5916000.com domain name, so that it is easy for customers to relate to and remember the familiar number. CITCO provided the telephony model and CAGIS developed the online application utilizing shared modular CAGIS technology framework. The site integrates an intake form with a high-powered interactive map. Several map views are available and they show the street names and addresses of properties. Citizens can use these maps as well as the aerial images as a reference to determine the exact location of the problem.
Once a service is selected, the form collects the location, contact information, and pertinent details specific to service the request in a quick and efficient manner. Upon submitting, the information is automatically entered into the City’s Customer Service Response System, routed directly to the departmental group to immediately begin action on the service request.
Since this website went live on Feb.14, 2011, to the public through a broad PR initiative, there have been 1,940 service requests taken through 5916000.com. Already 879 of those requests have been resolved. On an average, 25% of the City’s service requests are taken through 5916000.com. This system continues to be refined and enhanced to make it easier and better for citizens and for the City of Cincinnati staff to deliver on these requests in an effective and efficient manner leveraging technology.