When I started at my company, I came in during the middle of a new project to build a web based suggestion box. I had a ton of suggestions for them, just about all of which were implemented. Assuming that the intent of this process is to get problems fixed, here are some initial thoughts. Obviously some of these require programming knowledge which you may or may not have. Some of the steps could be done manually too of course, though with greater work and time involved (and thus greater potential for someone to drop the ball on followups).
1) Set up categories generally based on who will be responsible for correcting them (i.e. Web Site, Grounds, Maintenance, Safety, Security, Other, etc.). You may wish to allow the originator to assign a priority or you may wish to have the person assigned to correct the problem allowed to set a priority.
2) Have plenty of room for people to write down their concerns and suggestions.
3) Include originator contact information. Do you want to have the option of submitting something anonymously?
4) What will happen to the form when they click submit? Let's say that it goes to you and your boss. You should have a mechanism for assigning the task to someone else at that point in time.
5) Include a drop down status field (to use with the followup emails) - Submitted, Assigned, In Progress, Completed, Follow Up (and whatever other status you might want to include). The follow up status would require a date for when follow up would take place and a reminder email would automatically be generated 7 days prior to that follow up date to that person, your boss and you. (As an example of followup, we received a suggestion to repave a parking lot in late fall, but the weather was such that we couldn't do it at that time, so we put in a followup for the following spring.)
6) Each step needs a followup reminder built in. If your boss doesn't assign it to someone in seven days, an email is generated to your boss and you. If your boss assigns it and the assignee doesn't respond in seven days, an email is generated to that person, your boss, and you. Subsequent emails are sent for each "x" number of days without a response. Reminders will NOT be generated if the status is Completed.
7) Set up reports to be able to generate the status of requested items (i.e. how many open tickets assigned to John Doe; how many tickets were opened and closed this year; how many tickets are currently open, etc.).
Be sure the original form automatically appends a date to a Ticket Opened field. In addition, add a date field (either manually or automatically) to each subsequent step (when assigned, when responded to, when completed, etc.), to allow tracking in future and reports on length of time for resolution.
9) When each step is taken, the originator of the suggestion should also be copied (i.e. your ticket was assigned to, the assignees response, follow up actions, etc.). Give them an opportunity to dispute the status as well (i.e. the assignee says it is closed but the originator disagrees).
Bottom Line:
Capture all information up front.
Have a mechanism in place so things don't slip through the cracks if someone doesn't do something.
Have a mechanism in place to generate reports at the end of the year.
