Alderman Michael D’Amato’s & Internet Empowerment for Milwaukee:  Three Cheers for D’Amato

The new unified “E-Service Request” web page will
automatically route requests to appropriate city
departments. After submitting a request, users can easily
check status simply by entering their e-mail address and a
password. And, when the city has completed the work, the
system will notify the user by e-mail.

The E-Service button can be accessed on the
www.milwaukee.gov city web site.

	Milwaukee’s Internet Creativity Makes City Famous in 21st Century*

MEDIA RELEASE: City of Milwaukee, Ald. Michael S. D’Amato
December 2, 2004

City of Milwaukee Launches E-Service Initiative
Milwaukee One of Just a Few Major U.S. Cities Offering
Service

The City of Milwaukee today launched a newly created
“E-Service” initiative that will guarantee Milwaukee
citizens and businesses a convenient way to request almost
any city service, said Ald. Michael S. D’Amato, who
sponsored the legislation creating E-Service.

This initiative allows citizens to use the Internet to
request and receive help with services ranging from
sanitation, to property tax issues, properties in
disrepair, graffiti, road work or traffic issues and many
others,” said Ald. D’Amato, chair of the Common Council’s
Judiciary & Legislation and Zoning, Neighborhoods &
Development committees.

E-Service also allows residents to express an opinion about
city services and city issues. “Getting feedback directly
from residents is invaluable because many times they
provide insights and suggestions that can help improve
projects and processes,” Ald. D’Amato said. “E-Service
greatly expands our communication sounding board with the
public.”

Mayor Tom Barrett believes E-Service will benefit citizens
as well as city workers and managers, since services can be
more easily requested, tracked and monitored throughout all
departments.

“This is crucial to improving the delivery of city services
because performance data can then be used to determine
where services can be provided more efficiently,” said
Mayor Barrett.

Last year, Ald. D’Amato ­ whose 3rd Aldermanic District
constituents are perhaps the most computer “wired” in the
city ­ sponsored a Common Council resolution directing the
city’s information technology agency to develop an online
request form that would allow a citizen to request a
service without knowing which city department would provide
the service. The result was E-Service, making Milwaukee
perhaps the only major U.S. city to offer such a
fully-integrated, trackable, user-friendly online city
service request system.

“I am proud to have sponsored this important resolution,”
Ald. D’Amato said. “This new capability provides
single-window access to city government services without
regard to departmental boundaries.”

Aldermen and their legislative assistants are using the new
program to speed up service to constituents, said City
Clerk Ronald Leonhardt. “Service requests entered into
their constituent database are now electronically
transferred directly to the city department responsible for
providing service, thus cutting several days off the normal
processing time for handling a constituent concern,” said
Leonhardt, who helped develop the new program.

Previously, most service requests were delivered to
departments via inter-office mail and returned in the same
way. Leonhardt says E-Service cuts at least two days off
that process.

Ald. D’Amato said he expects the new service to increase
the awareness of the scope of city services and
availability online. The city web site currently serves
about 10,000 visitors daily. A recent redesign of the site
uses a “content management system” to provide an improved
user experience by more seamlessly integrating government
information and services. However, users still frequently
had to search the site to locate where to request a
specific service or how to express an opinion.

The new unified “E-Service Request” web page will
automatically route requests to appropriate city
departments. After submitting a request, users can easily
check status simply by entering their e-mail address and a
password. And, when the city has completed the work, the
system will notify the user by e-mail.

“Now citizens will truly feel that they are working with an
integrated city government web site,” concludes Mayor
Barrett.

The E-Service button can be accessed on the
www.milwaukee.gov city web site.

  • —Godsil prediction

Last edited by Godsil.   Page last modified on December 06, 2004

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