Jacksonville offers new tool for reporting local concerns

Residents of Jacksonville now have a new tool for reporting concerns to the city.

The city's website, www.jacksonvilletx.org., features a module for “Report a Concern,” along with an associated smartphone application on the website, according to city officials.

“It is intended to address a previous gap in efforts to streamline communications between citizens and city staff,” said Communications Director Andrew Lugo.

There are three different ways to access the “Report a Concern” module:

(a) By visiting the City of Jacksonville's website, and pressing the blue Concerns button on the homepage;

(b) By downloading and accessing the GovAlert mobile application on their smartphone; and

(c) By calling the City of Jacksonville, and requesting to report a concern to a staff member.Citizens will provide an address for the concern and their contact information for follow-up, select a predefined concern from a drop down list and, may submit with additional details including pictures and video. Those who submit a concern will be communicated with as it moves through the process of being addressed.

“The module used to track concerns submitted by citizens, is an all-in-one replacement for a variety of modules and processes used, which staff recommended replacing.The upgraded format and operability will better assign concerns to the right personnel and be addressed timelier and more efficiently,” Lugo said.

Lugo said another advantage is the elevation feature, in which concerns are effectively communicated to elevated levels of staff should standards for completion not be met. Elevation may reach as high as the city manager.

“Report a Concern” is a product of New Jersey-based GovPilot, an international Cloud-based data management system specifically designed for use by counties and municipalities. The module is designed for citizens to report concerns such as overgrown grass, potholes and squatting.

"We are excited to offer this new technology to better address the requests of our citizens," said Jacksonville City Manager Greg Smith. "I think this tool will become essential to our communications. There are 14,000-plus residents of the City of Jacksonville compared with 135 staff, and our residents often see issues before we are aware (of them). Our initiative is to help our citizens become acquainted with this new tool and help them become comfortable using it."

Residents who have questions or, would like help with how to use the module are encouraged to contact or visit the Customer Service Center at 1220 S. Bolton, 8 a.m.to 5 p.m., Monday through Friday or call 903)-589-3510.

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