Town to consider complaint software

Town of Pulaski staff is asking its council to consider implementing new software that will allow citizens to post complaints and service requests online.
According to a summary of items on the agenda for Tuesday evening’s monthly work session, Town Manager John Hawley, Vice Mayor Dave Clark and town IT Manager Debbie Bivens have reviewed the software, called “Go Request.”
Hawley states in the summary that the software would be placed on the town’s Web site,, thus allowing citizens to report complaints or request service via e-mail. The system would also allow staff to log in complaints and requests received by phone and other methods so that their status can be tracked.
The town currently logs complaints in paper form through an Excel spreadsheet.
“Our staff review of this (proposed software) has been positive and (we) feel there will be savings in time, at least on maintaining the Excel sheet,” Hawley states. “Also, this will allow each department head and myself easy access to see the status of any complaint/service request.”
Hawley goes on to say that the system can be set up to acknowledge emailed complaints/requests and the follow up when the issue is resolved.
According to Hawley the town’s IT budget contains sufficient funds to purchase the “Go Request” program. Program maintenance can be budgeted in the 2010-11 budget.
Other items on Tuesday’s agenda includes:
• Recognition of Employee of the Month;
• Presentation of a 2009 audit;
• Discussion of the Sewer, Water funds and expenditures and revenues within the General Fund;
• An update on New River Trail Extension repairs; and
• Appointments to the Virginia’s First Regional Industrial Development Authority.
The meeting will be held at 5 p.m. at the Senior Center on Washington Avenue, across from Pulaski Post Office.



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