Customer Service

“As the median age of our citizens drops, we're finding people want to go online rather than go to Town Hall. Government Outreach is helping us serve them better.”
Mike Ciccarone
Information Technology Coordinator
Town of Fountain Hills, Arizona

Knowledge Base

Residents want to find answers quickly, and GORequest offers a built-in Knowledge Base that provides a wealth of information and eases the load on agency staff. The Knowledge Base is an interactive FAQ page on your website, and information and instructions about specific topics are incorporated directly into the request submission form. This FAQ screen example shows how the Knowledge Base can help your residents learn about a topic – and possibly eliminate the need to file a request.

This request form incorporates Knowledge Base information that can help head-off requests.

Clicking on any of the Knowledge Base topics provides basic information that can include formatted text, photos, and links to other pages of your website that offer more detailed information. The Knowledge Base also includes links to related information and to a form for submitting a question, comment, or service request. With an optional Interactive Voice Response (IVR) interface, the same Knowledge Base content can be made available over the telephone. The look-and-feel of all screens are tailored to match your existing website, providing residents and staff with a consistent, familiar experience.

Government Outreach works closely with your staff to develop a project plan that includes key milestones, special agency needs, available resources, and target deadlines. We then implement the plan and carefully monitor the schedule and scope to ensure the project is on-time and on-budget while making the process easy and trouble-free for your staff.

Knowledge Base pages answer a resident’s question “before they ask”, and special reports allow agency staff to analyze the use and effectiveness of Knowledge Base content.