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Posted on: June 11, 2019

City Opens New Online Portal for Resident Requests, Complaints, and Feedback

Press Release

City Opens New Online Portal for Resident Requests, Complaints, and Feedback

The City of Aspen is pleased to announce a new online portal, called QAspen, for residents and visitors to log service requests, complaints, or to offer feedback to City staff.  QAspen makes it simple for the public to go online and input their request, interact with staff, and get resolution on their issue.  Examples of types of issues the public can use QAspen for include: alerting the City to a pothole, a downed tree, or an abandoned vehicle.  The public can also request information and recognize great service received.

Once a resident logs a request, the QAspen system creates a ticket number and automatically routes the ticket to the appropriate department.  Staff is notified immediately and will work to resolve the issue according to priority.  During the process, the reporting party can track the progress of the report and will be contacted for further questions, if needed, or when the issue is resolved.

“The QAspen system provides an easy way for the public to create and track requests.  We’ve never offered this before, and we’re thrilled to provide this new level of customer service to our residents and visitors,” said Michelle Holder, Project Manager. “Another benefit to this system is that it’s online. People can alert the City of their issue anytime and from any device. They’re not confined to business hours or their desktop.”

The public can access QAspen on smartphones and other mobile devices, upload photos to support their request, and use the system’s mapping technology to identify the exact location of an issue.

The QAspen system also has the benefit of aggregating data and generating reports, which may lead to identification of recurring problems such as certain areas where potholes form or locations where people tend to idle their cars.  This information can benefit the residents as Aspen can use the data to make future decisions about budgeting, performance, and resource allocation.

The link to QAspen is on on the homepage under “Report a Concern.”


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