The free social messaging tool, Twitter, now enables San Francisco residents to reach the government customer service centre. According to San Francisco’s Chief Information Officer, Chris Vein, the city is the first city in the world to use Twitter on such a large scale to communicate with its residents.
Other than contacting the centre through traditional media such as phone or the centre’s website, citizens can now send a request on Twitter via SMS, IM or the Twitter website. Requests include streetlight repair among several others. It is possible for the residents to attach photos or links in their tweets allowing the centre to easier identify the location or problem being reported.
Other organisations are also beginning to use the same technology. Kissimmee Utility Authority now relies on its customers to help identify street lights that are malfunctioning or in need of repair. With more than 15,000 street lights to maintain, the utility benefits from outage reports sent using the micro-blogging service Twitter. The utility asks that the tweet includes light pole number, the nearest address or major cross, a contact phone number and the phrase #kuaalerts.
Founded in 1901, KUA (www.kua.com) is Florida’s sixth largest community-owned utility providing electric and telecommunication services to 62,000 customers in Osceola County, Florida.