Glossary
Citizen portal
A citizen portal is the channel through which a person reports a problem to a public body and follows its resolution: a pothole, a street light, a complaint. It connects what the resident sees with the crew that will go and fix it.
Its biggest operational effect is on the service desk: when citizens can see the status and the committed date of their complaint, they stop calling to ask. That volume of repeat enquiries is usually half the work of a service desk.
Its condition for success is that the status shown be real. A portal that reports generic states — "in progress" for three weeks — generates more distrust than having no portal at all, because it documents the delay without explaining it.
Where GoDoWorks handles this:GDW Government