SeeClickFix has gotten our organization out of the email business and staff being the broker of solving issues. Customers (i.e., residents) can now submit an issue and the entity responding to the issue are now connected. Staff only becomes involve when an issue is escalated or is past the service length agreement or SLA.

Simple, like Facebook. Add an address or pick a spot on the map, take a photo, enter a description, and then click submit. The issue goes to the entity that will fix the issues.

Initially, the system seems to struggle with photo sizes and working on a cellular signal, but that has gone away. One improvement that comes to mind is the export feature. Currently, custom data is lumped in one MS Excel column making it difficult to parse and filter. Exports should put one category per tab and one column per question set.

Our experience with SeeClickFix so far has been phenomenal. We've had wonderful customer service since the beginning, from sales to implementation to maintenance. Every employee of SeeClickFix that we've spoken to has been kind, patient, and genuinely dedicated to helping us get the most out of the product and solve any problems we may have. I'm so grateful for all their help and guidance.

Once everything got up and running, it was (and still is) so easy to use. It's so customizable and remains very flexible in the face of changing circumstances. Even though my organization is still in the early stages of using SeeClickFix, I think it's something with the potential for incredible longevity; I think it can really grow with our city.

The only real complaint I have is that I wish there were a better way to actually describe request categories to users. I always strive to make request categories as easy to understand as possible, to cut down on confusion and/or issues being assigned to the wrong person, but I can only say so much with a category title. Even just the addition of a description box when creating a request category would be great, instead of having to somehow work a description into the issue questions.

Overall experience is that it is helpful, but needs to be constantly monitored by knowledgeable staff.

This software reduces citizen calls to the County which can sometimes get misdirected

This software lacks in reporting options. This software "archives" cases that have not been completed. This software does not give the administrator an option to list subcategories to better direct citizen's choices. This software accepts a citizen's concern without requiring contact information.

The ability to enter service request 24/7, 365 days a year is one of the best benefits along with being able to enter pictures. The pictures sometimes provide a better description than the actual written description, as well as, address and answer questions we may have.

The ability to somewhat customize the modules are good. I like being able to set up departments, categories and assignee. Having the flexibility to add, delete, or modify users, categories, and departments is extremely easy. Mapping and reports are a great tool to provide those in the field with instant and up to date information.

Certain edit features such as the reporter name and contact number can not be edited and there has to be an internal note to correct. If the mouse is moved on the map, the address is changed and most non-employee users don't know how to make a correction. The ability to upload a picture is good. However, multiple pictures have to be entered individually. PDF documents can not be uploaded as in copy of a citation.

Although some of the things on my wishlist are a bit pricey and therefore more difficult to run through management, I know that they would extremely help with my workflow. I am hoping that one day we are able to afford or at least I am able to show my management team the value of a few upgrades/features, such as integrating with our new software from Oracle that will be rolling out next year.

I like that the reporting party is able to use a map to pinpoint the location and that staff on the receiving end are able to edit the location if it incorrect. I also like that the category types can be changed and that the issues can be reassigned to the correct department or responding agency. I also love that both the reporting party, responding agency and anyone else interested can receive real-time updates via email and app notification.

I wish that as a user and co-administrator that I can manually archive some reported issues.