The City identified an opportunity to improve service delivery and communications to residents requesting City services. Feedback from the community received via District Representative offices indicated dissatisfaction with 311 call center/Service Request (SR) responses and resolutions. The CRM system is an extension of the EP311 Service request mobile and web apps. The system provides a centralized platform resulting in better insight into resident requests, improved service delivery, improved data collection, improved SR processing visibility, ability to analyze and track SR processing at the org level and improved communication both interdepartmentally and to residents.
The project ensures consistency of experience for residents with newly developed procedures, standardized workflow statuses and automated comments for departments to use when responding to citizen service requests. The 311 call center agents utilize a knowledge base with script function to provide consistent call-response delivery. The mobile and web applications are consistent in look and feel and are being evaluated against the CoEP Design System branding guidelines.
The EP team leveraged the CRM API and developed integrated work order system custom scripts to automate and standardize comments to the resident. This has resulted in the delivery of detailed information to residents, an improvement from the vague, often confusing updates previously provided.
Requests for information and services enter the system via multiple channels: mobile app, web application, 311 call center, District representative officers, direct department request. Submitted requests are visualized via map or dashboard views by geographical area, district office or business unit.
Various tools were used to perform business process mapping, CRM system foundation, training and dashboard/analytics development including Mural digital visual collaboration tool, Microsoft Dynamics, Microsoft PowerBi, and Microsoft Stream. The multiple integrations provide a two-way interface to two gis-centric departmental systems used for service request, code enforcement and public asset management. An additional bi-directional integration connects the CRM Dynamics platform with the mobile/web application console. The PowerBi integration provides for interactive dashboards affording data visualization and insight at various levels within the organization.
The CRM is a consolidated system providing improved communications to residents; a systematic method for interdepartmental communication and workflow; visibility into service activities and resolutions, visibility into process gaps; and a centralized repository allowing for data centric decision making.
