Case Study: Municipality of Meaford improves citizen issue tracking and service delivery with AccessE11

Municipality of Meaford - Customer Case Study

Municipality of Meaford, Ontario needed a better way to track resident issues and service requests. Staff were relying on email and memory, which made it easy for cases to fall through the cracks and left management with little visibility into status or follow-up. AccessE11 provided a Citizen Service Request Management System to help centralize and monitor these requests.

With AccessE11, Meaford gained a single place to manage issues, capture every interaction, and give managers and frontline staff a clearer view of case status. The mobile app and inbound email channels improved field efficiency and made it easier to create and update cases, while web forms helped residents submit issues directly. The municipality reported more than 1,700 closed cases in six months, about 76 open cases at the time, and said the system saved more than the annual license fees in staff effort within the first four months.

Municipality of Meaford

Matt Smith

Director of Community Services