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News & Announcements

January 7, 2021
2020 CRM Report - New CRM Tool Increases Responsiveness, Transparency

In the last year, Santa Fe has gotten a lot better at fielding complaints and fixing problems. The City addressed 1,300 more complaints in 2020 than the previous year, a 56 percent increase! That’s largely due to the implementation of effective technology for fulfilling the City’s commitment to user-friendly responsiveness and transparency. The Constituent Relationship Management (CRM) system went live in April 2020. Residents use it to report a variety of problems (graffiti, potholes, illegal dumping, weeds, building without a permit, etc.) at santafenm.gov/report_a_problem. Then they can track the status of their work order by using the CRM Public Dashboard: bit.ly/CRMdashboard.

 

In 2019, using the old system, the City received 2,410 work orders. In 2020, a total of 3,753 orders were processed (2,645 in the new CRM system, from April to December), and are reflected in the attached report.

 

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