In this world of ‘always on’ communication platforms and mobile apps, here’s an interesting customer service offered by the  local government in Rio de Janeiro.

Citizens can report problems they find like broken traffic lights. broken street lights, problems with the bus system, and potholes, etc, by phone which is automated and answered 7 days a week, 24 hours a day. But in addition, a mobile phone application is available that allows for geo tagging and photos to be sent in as well. The web site also gives estimates of how long it might take to fix each of the problem types being reported.


Check out the article called In Rio de Janeiro, civic complaints collected via hotline and mobile app.

This is a case of governments engaging its citizens and making it easy to report problems they see. It is also an added benefit to the city as they can find problems faster and with less resource. They are using the value of the ‘crowd’ of citizens to do the inspection and reporting for them.

Have you seen other examples of local governments using similar technology?

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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