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New Online CRM Service Request System Testing

Parramatta City Council is undertaking changes to its Online CRM service request system to enable the community to lodge requests easier and more quickly to Council. The Council will be at its testing phase in July/August and selected Resident Panel members will be invited to focus groups

Service Requests from the community are important to Council and can be things like a request to fix a broken Council pathway or a pot hole in a Council street for example. Understanding these issues helps Council log work to be completed.
 

Research Objectives

  • Understand if respondents believe that the new service request system is easy to comprehend in terms of  what they need to do when they arrive at the service request page
  • Understand if respondents believe that the new service request system has an appropriate look and feel (i.e. the aesthetics)
  • Understand if respondents believe that the new service request system is in fact easy to use
    • Understand if respondents can navigate through the service request system and lodge service requests
    • Understand if respondents know which service types they need to select for certain service requests
  • Understand if there are areas for improvement being it aesthetic, process or technical
  • Understand if the information provided to residents after they have lodged service requests is easily understood and appropriate

Major Findings

Findings are yet to be determined
 

Outcome

Outcomes are yet to be determined.

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