Flood Control District Inquiry Tracking System

About the Program

Category: Information Technology (Best in Category)

Year: 2015

The Flood Control District of Maricopa County is responsible for the development and implementation of comprehensive flood control measures in Maricopa County. The Flood Control District is dedicated to educating the County residents about the hazards of flooding, informing them of flood control projects in their communities and ensuring that they have access to the latest floodplain and permit information. In 2014, based on a recommendation from a citizen task force, the Flood Control District and its Infrastructure Technology Center developed and implemented a centralized solution for tracking customer concerns and ensuring that they are addressed in a timely manner. Through the use of the Flood Inquiry Tracking System (FITS), the employees of the Flood Control District are able to easily track incoming concerns, assign those concerns to the appropriate subject matter expert and provide information or address issues in a timely manner. Since the rollout of the application, 300 customer issues have been closed. Nearly 98% of the customers were contacted within one business day of the receipt of the concern. The average closure timeframe is less than 2 ½ days. The FITS has also lead to a better understanding of customer needs, improved documentation of customer concerns, increased transparency of government services and improved public trust and engagement with the Flood Control District.