CRM

The GovQA CRM system allows the City of San Ramon to increase citizen access to information while improving communication with citizens and meeting their demands 24/7. The citizens will have access to a growing knowledgebase library and the option to submit a service request from both the City website and a CityWide Mobile app available to both Android and Apple devices.

The Citizen Request Center allows users to search the knowledgebase for answers to questions. If their question is not listed, they have the capability to ask their own question, which then would be added to the knowledgebase library.

IMPORTANT: If this is an emergency, please dial 911. If this is a non-emergency request that needs immediate attention, please call Police Dispatch at (925) 973-2779.

ENTER A REQUEST/GET INFO NOW

How it Works

Citizens can enter a service request online at any time under the "Contact Us" link on any City web page or by clicking here. After a request is accepted, the system calculates the request turnaround time and generates a tracking number for the citizen to follow the progress of the request online. The request is automatically routed to the appropriate city staffer who reviews the request and consequently responds. All contact with the resident is logged in the system to ensure the request or issue is addressed.

In addition to providing residents with a better tool to communicate with the city, the program provides several other benefits to City management, including the collection, tracking and archiving of requests, as well as allocating a single point of contact for each possible issue. Department managers are also able to view their entire department’s productivity and responsiveness.

RETRIEVING YOUR ANONYMOUS REQUEST - click to view instructions

The CRM system accepts ANONYMOUS requests for some topics. Here is how you look up your response to the request if you submitted it ANONYMOUSLY:

  1. Go to the CRM at: http://www.sanramon.ca.gov/general/crm.htm

  2. Click on the MY REQUESTS button

    My Request

  3. Select SEARCH BY REFERENCE NUMBER

    Search by Reference Number
  4. Enter the Request number you submitted ANONYMOUSLY in the Find box

    Enter Reference Number

  5. Click on OK. The system will bring up your request and the response associated with it. You will not receive any email notifications since you did not provide any email address when the request was filled out.

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Benefits for Residents:

  • Easily report about issues like barking dogs, abandoned vehicles, overgrown trees, unsafe sidewalks, graffiti, or potholes wherever and whenever they prefer
  • GPS and camera features built into the mobile devices make it simple for residents to send the City a photo and location of the issue
  • Easy for residents to check the status of issues reported, even if you reported them anonymously
  • Issues are automatically delivered to the right staff member - no need for residents to go to city hall or sit by a computer.