Software to Manage Complaints/Requests from Citizens (Details)

Name of province/ territory:


City/ Region:


Description of Initiative:

Set up a system to follow up on citizen requests, other than 911 calls, in order to ensure that client service is efficient and that our response improves. The software enables all complaints/requests to be grouped together in one location.

Initiative Key Objectives:

Better management of client service.

Section Responsible for Implementation:


Key Contact:

Huguette Ménard

Groups/ Agencies/ Key Partners Involved:

  • other city services

Level of Involvement (consultative - information sharing) and/or cooperative - direct involvement):

Consultative and cooperative

Amount of Time Initiative has been in Place:

It has already been acquired, but will be implemented in Fall 2012.

Reason for Undertaking the Initiative:

Primarily to improve methods for following up on requests.

Resources Required to Implement this Initiative:

The software already belongs to the City; therefore, no additional costs for the police service, but a number of training hours will be needed for sergeants and lieutenants and other employees who will use it.

Method of Implementation:

In the future, the initiative will be phased in.

Key Outcomes of the Initiative:


Availability of a Communication Strategy:


Key Messages used to Publicize the Initiative:

Will be publicized internally only.

Forms of Evaluation by which the Initiative will be Assessed:

  • N/A

Evaluation Completed or Community Feedback Received:


Summary of the Outcomes:


Summary of the Performance Measure Data Collected:


Economics of Policing Pillars:

Further Details:


Additional Comments or Suggestions:

It is a shared system with the other city services that can be consulted by each service and will therefore enable better follow-up of requests. For the police, it will primarily be used to count and deal with complaints concerning traffic (Quebec Highway Safety Code). Criminal complaints will not be tracked by the software.

Record Entry Date:


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