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.
PublicFireSafety.com provides a suite of tools to help residents stay informed of local burning regulations, connect with fire agencies, and make wise decisions about when and how to burn outdoors. Core components of the program include a real-time fire risk forecast, tailored notifications, and robust burn permitting linked to local fire departments.
This guide provides strategies and best practices for fire agencies to assist community members in utilizing the PublicFireSafety.com system. By partnering with PublicFireSafety.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.
Forgotten Passwords
Many people forget the password they originally signed up with. Guide users to click the “Forgot Password” link on the login page. This triggers a password reset email. Also advise checking spam folders for the email. If they still can't access their account, submit a help request to our support team.
Previous Google Sign-In
Some users may have originally registered with Google. Remind them to simply sign in with Google if they don’t recall their portal password. Avoid having them reset the password unnecessarily.
Unclear Registration Email
For users who don't remember their signup email, suggest searching old inboxes for any past 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.
Use Encrypted Communication Channels
- When emailing temporary passwords or other sensitive info, use secure channels like password-protected documents. Avoid sending plain text passwords in emails.
Advise Users to Utilize Self-Service Options First
- Direct users to reset passwords or sign in with Google themselves before submitting help requests. This reduces unnecessary support tickets.
Compile 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 after resetting passwords. 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 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.