MLT Anytime Responds to Customers 24/7

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MLT Anytime, launched in October of 2009, provides Mountlake Terrace citizens with easy online access to city services 24-hours a day, 7-days a week. Citizens can enter a request, suggestion or comment at any time on the city’s website, cityofmlt.com and click on the MLT Anytime logo, and receive a reply email with tracking number and estimated response time.

Since launching MLT Anytime, the city has been able to use technology to “respond” to frequent questions and provide information online 24 hours a day. Out of the 179 different topics available, there were over 15,000 inquiries of 173 of those topics last year. This shows that citizens are using the system and the topics are relevant. Of the 15,000 views, 329 went on to make “Service Requests” or a specific request for information or report a condition to the city for follow-up. Many of these requests initiated cases by the city’s Code Enforcement division.

The system allows citizens to ask general questions not found in the menu of topics. People using the program help build it because new topics are created based on those inquiries. MLT Anytime has an “app” for smartphones, so it can be accessed remotely.

In 2010, the top inquiries were for the Police Department and Violations Bureau, followed closely by Recreation Department questions, primarily about the pool. The city has received some great crime tips and reports of problems that it may not have otherwise known about.

After a Service Request is completed, participants can take a very brief survey. Last year, 40% to 48% of the surveys showed that responses received were superior and about 75% found the results met or exceeded their expectations. To access MLT Anytime, click the logo on the City’s web site website, cityofmlt.com, or click here. For further information about the MLT Anytime, contact Joie Worthen at (425) 744-6248 or by e-mail at jworthen@ci.mlt.wa.us.

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