In an effort to help citizens easily request City services and keep track of requests, the City of Oakley has launched “Oakley On Demand,” a comprehensive electronic customer service program. The new program enables residents and City staff to improve communications, ensure requests for services or information are followed‐up, and provide reporting tools for City staff to properly route phone calls and e‐mails to the correct City department. Citizens can now enter a service request online at any time under the “Oakley OnDemand” link at http://www.oakleyinfo.com/, the City’s homepage. These requests are automatically routed to the appropriate City staff person using software from Government Outreach, an online provider of citizen relationship management solutions for local governments. City staff will also enter citizen requests made via the phone, in person, or mail into the web‐based program. Residents can choose to receive a message informing them of the turnaround time of the service request, and thus receive a tracking number. The appropriate City staff member will review the request and can follow up with the resident directly. City staff will log all contact with the resident in the system to ensure the request or issue has reached a satisfactory conclusion. The citizen can follow the progress of the request online via the tracking number.