The Government Wide Web software suite tracks constituent inquiries from public intake to resolution. "Whether an inquiry arrives at a local Town Hall via fax, email, telephone, standard mail or in person, government employees now have a simple and efficient way to route it to the appropriate department for comment and resolution," notes Kristin Mackay, a GRI spokesperson.
GWW aims to increase the efficiency of office workflow, not complicate it. Correspondence is generated with a few clicks of a mouse. Accurate and timely answers rest at the fingertips of all GWW users. Regardless of which staff member receives a complaint or inquiry, it is easy for any staff member to access the workflow every step of the way.
The program also contains a powerful Frequently Asked Questions module. Users simply click on topics to answer common questions. Mackay states, "There is nothing more frustrating than to be switched from office to office to get answers to simple questions like: 'How do I obtain a permit?' or 'How do I get to Town Hall?' The Government Wide Web software gives government employees the tools they need to deal effectively with the public: a win-win for elected officials and the taxpayers. Plus, it utilizes open source code, which makes it unusually affordable technology."
