St. Catharines residents can now report municipal service concerns online and track their submissions through a new Service Request Portal, the City of St. Catharines said. The tool replaces the municipality’s previous Report an Issue online form.
Available at stcatharines.ca/reportanissue, the portal accepts non-urgent requests around the clock. Residents can use it for concerns involving roads, parks, trees, signs, property standards and other City services.
Urgent matters involving roads, water or sewers should still be reported by calling Citizens First at 905-688-5600. The City also continues to offer assistance by phone and in person at City Hall.
Submitting and following a request
The portal guides residents through the information required for the particular concern they are reporting. According to the City, that process is intended to get the request to the appropriate staff with the details they need to respond.
Along with submitting a concern, residents have an opportunity to follow the progress of their request. That tracking feature is part of the new portal’s role as a replacement for the earlier online reporting form.
The City described the launch as a way to make online reporting more straightforward while connecting residents’ submissions with its internal service-management system.
Connected to the City’s work-management system
The portal is part of the municipality’s implementation of Cityworks, a system introduced across the organization earlier this year. Cityworks is used to manage service requests, work orders and municipal assets.
Requests made through the portal go directly into Cityworks. The City said this links the information residents submit with the system used by staff responsible for addressing the concern.
Corporate Information Officer Nathan Kamyab said in the City’s announcement that the portal provides another way for residents to connect with municipal services. He said integrating online requests with the systems staff use daily is intended to improve the experience for residents and support responsive, efficient service.
The online option does not replace the City’s other contact channels. Residents who need assistance with municipal services can continue to contact Citizens First or visit City Hall, while urgent road, water and sewer concerns remain phone reports rather than online submissions.
