Medford Revamps, Relaunches “SeeClickFix” Reporting Platform for Service Requests, Concerns

Residents encouraged to submit, track non-emergency service requests by using mobile app or visiting the improved website at www.medfordma.org/SeeClickFix

 City will use regular reports and data to maintain accountability for requests, provide more communication to users.

 A larger number of City staff is now trained on using, responding to requests through the platform.

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The City of Medford’s SeeClickFix reporting system relaunched today after a thorough internal review and restructure of key components to the tool to increase access and customer service, Mayor Breanna Lungo-Koehn announced.

Following an intensive overhaul of the City’s citizen request and reporting tool, the improved SeeClickFix is available to all residents through the mobile app – SeeClickFix** – or on the redesigned and easier-to-use webpage at www.medfordma.org/SeeClickFix. Service requests called in by phone to City departments will also be logged and tracked by staff through the tool.

** When downloading the mobile app, register for an account and then search for “Medford, MA” under the “Place” tab to be connected to Medford’s home screen. Step-by-step instructions are also available at www.medfordma.org/SeeClickFix.

SeeClickFix is a community-driven tool and request management system that bridges the gap between residents and the City of Medford to increase resident engagement and improve City services. Residents can submit non-emergency service requests and complaints in one of 52 active request categories, ranging from potholes to lost animals, to seasonal issues like snow and ice removal, missed trash or recycling pickup, permit parking issues, and more. For most categories, expected completion time is a matter of days. For others, like some requests for sidewalk replacement or road re-paving, these projects may be included in larger capital projects and/or require long-term planning and may not be completed immediately. As part of the system relaunch, staff have been trained to provide more detailed information in these circumstances.

“Some Medford residents have come to rely on SeeClickFix as a reporting tool since it was rolled out several years ago. However, when I took office last year it quickly became clear that the tool was unreliable for many, with service requests often being left open for years at a time. We immediately began to evaluate the system as a whole to better understand how it could be used most effectively, and we are excited to relaunch SeeClickFix this week,” said Mayor Lungo-Koehn. “Our top goal is making sure SeeClickFix is not only successful, but a reliable tool that we can use to make sure our City services are maintained and that we are accountable to the community for issues that arise. I want to thank all of the Department Heads and staff who have worked hard to make this relaunch a success, especially our Director of Community Affairs Lisa Colaianni and Executive Assistant Daria Tejera who spearheaded this project for the last several months.”

“I am so proud of the revamped SeeClickFix system, and I hope it is a tool that the Medford community will find not only helpful, but reliable in addressing concerns and requests. By restructuring how we use SeeClick Fix internally, the user interface is now easier and more intuitive. After many meetings with Department Heads and their staff for feedback, we restructured and reorganized the existing categories to meet the needs of the City and to funnel the requests to the appropriate parties within each department. Internal changes have been made ensuring that requests are responded to in a timely manner. We are excited to relaunch this system as we head into the spring and summer months,” said Lisa Colaianni, Director of Community Affairs.

Features of the relaunch include:

• Redefined and restructured categories for requests to make issue types easier to locate and report;
• New categories added;
• Restructured incoming and outgoing communications settings. Constituents can select more accurate questions to help define issues, and City staff will communicate with more specific information if and when issues are “closed;”
• Added and trained new users. In all, we added 13 new staff members as users on the system to increase efficiency and responses to requests.
• Retrained existing users.

City staff will monitor and adjust issues in SeeClickFix over the coming weeks and months to address any concerns and ensure quality customer service. To report an issue with the tool, please contact Lisa Colaianni at [email protected].

Medford city services are available to all residents, regardless of economic situation, race, gender, immigration status, ability, benefit eligibility, or religious affiliation.  

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