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'Access Greenwich' App Gets Off To A Positive Start

Melissa Jones
Melissa Jones Photo Credit: Drew Peterson

GREENWICH, Conn. — The pilot program for “Access Greenwich,” a new tool for residents to submit service requests to the town online, is going well, according to Town of Greenwich Senior Management Analyst Melissa Jones.

Since the service was launched in August, Jones estimates that the town has received 60 requests — and positive comments from the community.

“We’ve gotten some good, general feedback,” Jones said. “It’s another way for people to communicate with town departments.”

The tool allows residents to submit requests online and through a free mobile application — with the ability to attach photos — to the town. Currently, residents can only submit requests to the Department of Parks and Recreation.

Users can also track the progress of their requests.

If the pilot program goes well, the program could be rolled out to other town departments, Jones said.

“This system will enhance our efforts to provide exceptional customer service to Greenwich residents,” Tesei said.

Aside from providing an alternative to picking up the phone to communicate with the town department, Jones said the program provides valuable data to the town.

“(The program) allows us to look at our processes,” Jones said.

The town can track the types of requests. If one particular area or location is presenting a problem, the town can learn where it may need to allocate additional resources, Jones said.

“It allows us to see how quickly we’re able to respond,” Jones said.

Access Greenwich also has a customer service benefit, First Selectman Peter Tesei said.

“This system will enhance our efforts to provide exceptional customer service to Greenwich residents,” Tesei said.

By tracking the requests, the town can look at response times to citizens' requests, Jones said.

“It allows us to see how quickly we’re able to respond,” Jones said, adding that citizens and the town can track the requests in real-time.

The test will run through December, when the town will evaluate the program. Then the town will decide if it will roll out the service to other town departments.

The app is available on the Apple App Store or Google Play. A web-based version of the program is available here.

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