They can request services anytime, anywhere they have access to the internet. This meets the needs of their hectic and fast paced lifestyles. In addition, city departments are not always able to respond quickly to a request, leaving the impression that the city does not care. For example, when numerous service requests are received after a storm, the department may not be able to respond to them all in one day. Since OT2 gives the citizen an immediate response to their request, this problem is eliminated.
Citizens feel they have been heard and know the city is working on their behalf.
Also, because the program can determine approximately how long a service request will take to complete, the citizen is not left wondering when to expect a resolution to their problem. An internet based service delivery program helps overcome this perception and adds a level of professionalism and ultimately improved service delivery. The initial motivation for the development of this program was to decrease the time it took to process work orders and improve the department's efficiency. The results far exceeded the City of Des Plaines' expectations. This is the result of fewer phone calls, less paperwork and less data management problems.