Case Study: City of Amherst, NS streamlines citizen issue management with AccessE11

City of Amherst streamlines citizen issue management with AccessE11 in 2018

The Town of Amherst, NS, identified gaps in its citizen issue management process through an internal review. Their existing email-driven system was inconsistent and unreliable, leaving senior management without proper visibility into citizen concerns or a way to track performance against service targets. They sought a solution to streamline communications and gain geographical insight into community issues. The town selected AccessE11's Citizen Issue Management Software to address this challenge.

AccessE11 provided Amherst with a centralized, data-centric platform that replaced its email processes. All departments began using the software, with field staff utilizing the mobile app for real-time task management. The solution gave managers unprecedented visibility into operations through a dashboard, enabling informed discussions on service capacity and performance. This allowed Amherst to set appropriate service standards, streamline reporting to council, and better demonstrate the work being done by staff.

City of Amherst, NS