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Communication is essential in working with citizens to understand and respond to their requests. When a <br />citizen submits a request, they expect a timely response and solution. Engaging with the citizen soon after <br />the request is submitted will help them feel that their voice has been heard and their concern is being taken <br />seriously. It is imperative that the response given to each citizen is consistent and timely, regardless of the <br />evaluation process used. <br />ITips to create an open dialogue with citizens: <br />• Take the time to listen to the citizen to <br />understand where the request is coming from, <br />and try to find the true reason for their concern. <br />Sometimes a citizen may request something <br />because it's the only option they are aware of, <br />not realizing that it may not be the appropriate <br />solution. Confirm the understanding of what the <br />true concern is by asking clarifying questions. <br />Example: A citizen might request a stop sign <br />at an intersection, but the true issue may be <br />perceived speeding. <br />• Showing genuine empathy in their request can <br />help you identify the concern or help ease their <br />concerns by knowing someone is looking into <br />it, If resources are tight, simply performing <br />additional follow up emails and phone calls <br />to see if the concern is continually occurring <br />may help direct where resources should be <br />allotted to. <br />Addressing Citizen Requests For Traffic Safety Concerns 3 <br />