Elizabethton Police Department launches citizen engagement and feedback solution

Published 3:23 pm Monday, October 23, 2023

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ELIZABETHTON – Residents of the City of Elizabethton will be the first within Elizabethton and some of the first in the state to use new software to better connect with the communities they serve.
The Elizabethton Police Department has launched a new citizen satisfaction and feedback solution that uses text messaging to keep citizens informed and provide feedback after most calls for service handled by the Elizabethton Police Department.
“In today’s on-demand society, we understand how important it is to keep citizens informed. Much like private companies use tools to send automatic text message notifications, updates and satisfaction surveys to their customers, the Elizabethton Police Department is now able to do the same,” said City of Elizabethton Public Information Officer Ivan Sanders. “We expect that this new solution, PowerEngage, will drastically enhance communication with the citizens we serve.”
Text messages are sent hours or days after the incident and will ask citizens to take a quick survey about their experience with their call for service. It will also allow citizens to provide their own comments, feedback or have an opportunity to thank the responding officer.
“The main goal is to enhance communication with the citizens within our community and provide them with information pertaining to their call for service,” said Elizabethton Police Department Captain Elonza Perkins. “Callers contacting the 911 Communications Center will receive a customer service satisfaction survey via text message, allowing them to provide us with feedback on our response and handling of their call / incident.”
With PowerEngage, text message surveys are sent to those whose number is recorded as part of a call for service or even an officer’s report.
Residents that do not want to participate can simply not respond or let the department know in advance by calling (423) 547-6425 and your number will never receive a survey. As with all texts, residents may reply with STOP and that will opt them out of all future text surveys from the department.
It is important that everyone know that these surveys should not be used to report any type of emergency or crime. As always, call 9-1-1 for any emergency or to report any criminal activity.
Residents should begin to see the surveys within the next two weeks according to Perkins.

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