The City of Independence’s Action Center is a web-based tool which was developed to centralize citizen communications with the City, and document the resolution of issues and requests. It may be most accurately described as a kind of specialized customer relationship management (CRM) tool, focused primarily on improving customer service efficiency and accountability.

Citizens have the ability to register on the City’s website and submit their request for service, or call a City employee to have them submit the request on the citizens’ behalf. Tracking information is available for requests submitted online, giving the requester real-time status updates and the ability to communicate directly with the City employees handling their request.