When a resident spots a pothole, a barking dog, or a downed tree, their first instinct is to report it as quickly as possible. But what happens when multiple people in the neighborhood all submit the same issue? For municipal staff, the result is often duplicate service requests, clogged queues, and wasted time.

This is where Duplicate Detection—within the Citizen Requests Management solution plays a major role in making this a thing of the past.

This feature is already improving response times, reducing the administrative burden, and delivering a smoother experience for both residents and staff. Whether you serve 5,000 residents or 500,000, Duplicate Detection is a smart step toward a more efficient government.

The Problem: Duplicate Requests Hurt Efficiency

Let’s face it—duplicate requests happen all the time. A resident sees a streetlight out and submits a report. Minutes later, their neighbor does the same. And again. And again.

From the resident's perspective, they're simply trying to help. But for staff, this results in:

• Cluttered dashboards
• Confused prioritization
• Manual effort to close multiple cases for one issue
• Slower resolution times

This isn't just a workflow issue - it’s a transparency and satisfaction issue. Residents get frustrated when they don’t see progress. Staff get overwhelmed. Trust erodes.

That’s why GOGov built Duplicate Detection in GOGov Citizen Requests Management.

The Solution: Meet GOGov’s Duplicate Detection Feature

Duplicate Detection is a built-in feature of GOGov Citizen Requests Management that automatically detects if a request has already been submitted for the same location and issue.

Here’s how it works:

• When a resident goes to submit a request via the mobile app (for example, reporting a barking dog), the system checks to see if there’s an existing open request for that topic at the same address or nearby location.
• If a match is found, the app prompts the resident to follow the existing request instead of submitting a new one.
• Residents who choose to follow receive all the same benefits: updates, status changes, comments, and the ability to contribute information (like photos or notes).
• On the staff side, you’ll see exactly how many residents are following each request and can even manually add followers who report the same issue via phone or walk-in.

In short, it’s the same great transparency and communication—just without the noise.

Resident Benefits: A Simpler, Smarter Service Request Experience

This feature isn’t just designed to help government—it makes life easier for your community, too.

Residents Can:

• Follow requests instead of duplicating them
• Track progress and receive automatic updates
• Add photos or comments to contribute additional context
• Feel heard and engaged without submitting a brand-new case

Rather than wondering if someone already reported a pothole or an overgrown park path, residents simply follow along and stay in the loop. It's intuitive, efficient, and built to meet modern expectations for self-service digital tools.

Staff Benefits: Less Clutter, More Control of Citizen Requests

For city and county staff, the impact is even greater. Managing high volumes of service requests can overwhelm even the most efficient departments. Duplicate Detection helps eliminate unnecessary work at the source.

Key staff-side benefits include:

• Fewer tickets to manage – Reduce request volume while still ensuring issues are addressed.
• Clearer insights – With multiple followers tied to one issue, you can better assess community concern and scale your response accordingly.
• Manual control – Staff can add residents to an existing request if they report the same issue by phone or email.
• Duplicate merging – In cases where duplicates still get submitted, staff can mark one as a duplicate and consolidate it into the primary record.
• Improved communication – Everyone following the request gets the same messages, which reduces repeat inquiries and improves transparency.

Real-World Impact: Scenarios Where Duplicate Detection Matters

1. Neighborhood Noise Complaints

A barking dog keeps the entire block awake. Previously, staff may have received a flood of identical reports. Now, the first resident to submit the issue sets the case in motion. Others simply follow—and your team can focus on resolving the issue instead of juggling paperwork.

2. Storm-Related Damage

A tree falls during a summer storm. Within minutes, multiple residents report the hazard. With Duplicate Detection, all submissions funnel into a single request, giving public works a clean and unified view.

3. Pothole on a Main Road

Instead of five different cases for one pothole, your team sees one request with five followers. This helps prioritize highly visible or frequently traveled issues.

4. Adding a Caller or Walk-In

A resident calls to report a common issue. Your staff member searches for the existing request, adds them as a follower, and avoids creating a duplicate case—while keeping the caller informed and engaged.

Visibility, Transparency, and Performance

Every request tracked in GOGov Citizen Requests Management includes built-in tools for tracking metrics, comments, and resolution steps. With Duplicate Detection:

• You gain insight into how many people are concerned about an issue.
• You see follower counts right from the dashboard.
• You streamline the closure process and improve internal performance tracking.
• You reduce redundancy and improve data cleanliness for accurate reporting,

The result? A better experience for staff, faster service for residents, and a more modern reputation for your agency.

Modern Government, One Request at a Time powered by GOGov

At GOGov, we believe that every city and town—no matter the size—deserves modern tools to serve residents efficiently. The Duplicate Detection feature is just one example of how we’re helping local governments streamline operations, improve communication, and meet rising expectations for digital service.

Ready to reduce clutter, save time, and better serve your community?

Let’s make every request count—once. Learn more about GOGov Citizen Requests Management and schedule a demo.

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