Improve Citizen Services with 24/7 Self-Service Portals
Put services at citizens’ fingertips with online access, mobile-friendly tools, and automated workflows.
People expect government services to work like online shopping—fast, accessible, and available anytime. They don’t want to stand in line or wait on hold to submit forms, track requests, or access public records. With self-service portals, you can meet these expectations while reducing staff workload and improving transparency.
How Self-Service Portals Improve Government Services
Give citizens digital access to government services and speed up response times. Here’s how:
- Let citizens help themselves. Eliminate long lines and office calls with online portals that let people request services, file applications, and track progress 24/7.
- Speed up responses. Instantly route requests to the right department and track approvals with digital forms and automated workflows.
- Increase transparency. Keep citizens up to date with status tracking tools that automatically send deadline alerts and show exactly where requests stand.
- Reduce staff workload. When people can find answers or submit requests on their own, your team can focus on more complex cases instead of routine inquiries.
- Make services mobile-friendly. Ensure portals work on any device, so residents can access services anytime, from anywhere. Your field service inspectors and officers can also benefit by instantly filing reports from their tablets.
Speed Up FOIL Requests by More Than 50%
The City of Rochester built an online FOIL request portal with Laserfiche, so citizens can submit and track requests in real time. Before automation, a FOIL request could take up to 28 days – now, the city responds in just 12 days on average. This cut turnaround time by more than half, increased transparency, and freed staff from manual paperwork.
How could automating requests improve your team’s efficiency and your citizens’ experience? Start with one process—like public records, permits, or service requests—and automate it with a self-service portal. Learn how ECM can make your process more efficient, and how to find the right platform for your organization with our ebook, the ECM + AI Buyer’s Guide.
Laserfiche Series: Your Guide to Upgrade State and Local Government Service Technology
Learn from public sector leaders who have modernized government services with Laserfiche.