Multiple reports about the same problem
Three residents report the same broken streetlight. That means three reports, but possibly one problem. How can you avoid duplicate work while keeping each resident informed?
One problem, several residents
Residents may not know that someone else has already reported a problem. They may also provide different details: one gives the streetlight number, another adds a photo. An additional report can therefore offer useful information.
Check that it is the same problem
Compare the location, topic, description and time of the reports. Two broken lights on the same street are not necessarily the same problem. A problem may also return after being resolved. If in doubt, ask for more information when the resident has provided contact details.
Use a single case file
Link reports about the same problem to one case in the case management system or Checkmaster. Keep each report’s own reference, original information and optional contact details. Agree which team is responsible. Linking multiple reports to a single handling record is still in development for Hiermelden.
Explain what happens to the additional report
Tell the resident that the problem is already known and their information has been added. For example: Thank you for your report. We already know about this problem. We have added your photo to the existing report. Give all residents who requested updates consistent information about progress.
Help residents before they submit
Hiermelden displays open reports on the map so residents can see problems already reported nearby. Public information is limited, so let residents decide whether a new report is needed. Residents can confirm an existing report from the map. They can then optionally add contact details and receive their own personal status page.
Distinguish reports from problems in your figures
Count both incoming reports and distinct problems. Ten reports about one full container mean something different from ten full containers. A high report count may indicate disruption, but alone it is not a complete measure of severity or priority.
Manage handling in the connected system
Linking, assigning and closing reports belong in the case management system or Checkmaster. Hiermelden should receive progress information through an API, a connection that lets systems exchange data. Staff then do not need to maintain progress independently in two systems.