HomeMy WebLinkAboutInformation Update 0705221
AGENDA
INFORMATION UPDATE
July 5, 2022
4:00 PM,
I.INFORMATION UPDATE
I.A.Aspen 311 Connect Launch - July 6th, 2022
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INFORMATION ONLY MEMORANDUM
TO:Mayor and City Council
FROM:Patrick Quick, Director, Strategy & Innovation Office
THROUGH:Alissa Farrell, Administrative Services Director
MEMO DATE:June 30, 2022
SUBJECT:“Aspen 311 Connect” Launch on July 6, 2022
SUMMARY AND BACKGROUND: This memo updates the Mayor and City Council
about the City’s improved non-emergency, customer service platform and information
system, branded as “Aspen 311 Connect” (previously “QAspen”). Aspen 311 Connect will
launch to the community on Aspen.gov and is available as a mobile app for download in
the Apple and Android stores beginning on July 6, 2022. The system enables the
community to report non-emergency issues and track City responsiveness for various
community requests. The tool also connects City departments with one another to track
internal requests and work orders.
In an effort to reduce costs and reimagine this system, the Strategy & Innovation Office
(SIO) has partnered with CivicPlus to implement Aspen 311 Connect, a customer service
platform connecting staff and the community through a centralized system to manage
non-emergency requests. The former system, QAspen, provided a community web portal
to submit complaints and requests. Whereas Aspen 311 Connect establishes a
centralized system through not only an online web portal on Aspen.gov, but also a City-
branded mobile application, allowing the community the ability to submit from anywhere
on their mobile device. In the future, it is possible that the system’s functionality could
expand to a 3-1-1 abbreviated phone routing to the City’s main line from cell phones and
landlines in the area. Once an item is entered into the system, it will be automatically
routed to the correct department to assist and resolve. In the event that an Aspen 311
Connect request is deemed an emergency, it will be routed directly to Police and 911
dispatch.
311 non-emergency systems are common throughout the U.S. and provide convenient
access to government services. 311 systems allow residents, business owners, and
visitors to access local government information and services, and to report common items
in need of resolution (e.g. potholes, broken traffic lights, graffiti/spills/trash, etc.).
DISCUSSION:The primary goal of the program is to create an easy, efficient, and
transparent process for the community to connect and communicate with their local
government for non-emergency matters. A second goal of the program is to track internal
work requests between City departments, ensuring accountability, and timely responses.
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Additional community benefits include:
Streamlined, efficient option to report information or a concern from a mobile
device or computer and track their issue until resolution.
A dedicated category for Spanish language speakers, improving equity of service
delivery.
Automated follow-ups with community members/requestors when work is
complete.
Helpful information that can be used to identify trends in community concerns
through reports and analysis along with insightful information into community
needs and interests.
A 50% operating cost reduction against the former system with modern
functionality.
A transparent process with built-in accountability for City responsiveness to the
community.
A variety of options for community members to reach out and seek information or
submit concerns related to the City of Aspen.
To access the platform, the community can either download the app (Aspen 311 Connect)
in both the Apple and Android stores on a mobile device, or they can visit the Aspen.gov
homepage to enter the web portal on a computer.
ATTACHMENT:
Attached is the landing page image of the Aspen 311 Connect mobile app interface.
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