Agency Service: Helping Your Users

Introduction

Outdoor burning is a common practice in many communities that carries potential risks if not conducted safely and in compliance with regulations.

Before You Burn provides a modern solution to simplify and improve outdoor debris burning management. This online platform allows residents to easily check burn status and register planned burns. It also helps fire agencies streamline coordination and communication.

This guide provides strategies and best practices for fire agencies to assist community members in utilizing the BeforeYouBurn.com system. By partnering with Public Fire Safety and using BeforeYouBurn.com, agencies can enhance public outreach, streamline permitting, improve compliance monitoring, and strengthen overall fire safety. Our shared mission is to leverage technology to create a more connected, educated, and protected community.

Common User Access Issues

Adopting any new online system comes with a transitional learning curve. Helping users troubleshoot account access problems is crucial during onboarding. Below are some of the most frequent user access issues we see, along with tips for resolving them.

Unclear Registration Email or SMS

For users who don't remember their signup email or SMS, suggest searching old inboxes for any past verifications or system notifications. Also try looking up their account using various email addresses they may have used.

No matter the specific access issue, the goal is to persist through different troubleshooting tactics until the user regains entry to their account. Our support team is ready to assist agency admins in resolving these problems in a timely manner.

Best Practices for Support

Here are some best practices for providing support to users of the Before You Burn system:

Verify Identity Before Sharing Account Details

• Require users to confirm identifying details like name, email, phone number before sharing any account information. This protects privacy.

Compile a Daily List of Help Requests

• Aggregate help requests into one daily email to PublicFireSafety.com support. This consolidated list allows efficient tracking of issues.

Follow Up with Users After Resolving Issue

• Circle back with users to confirm they regained access to their account. This ensures problems are fully resolved.

Provide User Experience Feedback

• Share any major trends in user access issues, problems adopting new features, etc. This feedback helps improve the system's usability.

Maintain Security While Prioritizing Access

• User access is crucial but must be balanced with account security best practices to prevent any compromise.

Partnering for Better Public Service

Implementing any new online permitting and compliance system requires collaboration between technology providers, oversight agencies, and local fire departments. By working together to troubleshoot rollout challenges, we can ensure community adoption and maximize the public safety impact.

PublicFireSafety.com remains committed to enhancing the user experience and functionality of the Before You Burn system. We will continue gathering feedback, refining support procedures, and investing in improvements that make the platform more intuitive and useful.

With ongoing teamwork, communication, and a shared mission, we are confident this initiative will empower residents with knowledge, streamline processes for agencies, and ultimately create a more fire safe Oregon. Thank you for your partnership as we build the future of community-connected burning.