By moving the submission, communication, reporting, and follow-up of non-emergency services to a centralized complaint management portal, administrators can improve the resolution of issues while providing transparency and accountability to citizens and local ombudsmen.
WHAT OUR CLIENTS ARE SAYING...
We’re able to respond more quickly to our citizens while greatly reducing our costs.” Becky Jo continues, “Having the power of Microsoft Dynamics CRM and Adxstudio Portals has given us the opportunity to reinvent ourselves as a 311 organization, and that’s really important to keep our services relevant in this day in age. I hope other 311s can benefit from what we’ve achieved with our platform.
Grand Rapids Michigan
”We are completely focused on delivering excellent customer service to the taxpayers of thiscommunity,” said Mayor Andy Cook. ”By using technology like that found in the WeConnect portal, we can easily improve the way we address issues that matter to our neighborhoods and businesses.”
Mayor Andy Cook,
City of Westfield
The County of Hillsborough wished to implement a self-service online non-emergency management system as the foundation for transformation of County services. Their new system needed to provide vast gains in citizen interaction for both County CSRs as well as the citizens in the county. Improvements in visibility and turn-around times were also critical to the project.
Based on the transformation, the expectation was that the County’s workload was going to grow and that there would be greater demand for County services. This would increase pressure on budgets, and Hillsborough was faced with a recurring government theme: “do more with less”. The county moved forward with these objectives for their system:
Improve service to citizens by simplifying how citizens access County services, providing consistent and correct information and increasing the number of calls resolved by the first County representatives reached by the citizen
Create efficiencies that support staff to better manage routine calls and allow operating departments to focus on more complex work and provide more one-on-one time with citizens who require it
Provide ongoing cost savings as compared to the current cost of handling an increasing volume of calls
The Adoxio team worked with the County to implement their non-emergency management system based on a Microsoft platform that allowed the County to leverage their existing investment in Microsoft and continue to utilize the Microsoft Stack within County.
The County’s main focus was to simplify access to its services and information. The system is designed to enable citizens to obtain the information and services they need the very first time they contact the County, regardless of the channel they choose to use.
The system features multi-channel intake capabilities meaning that citizens will be able to contact the County by phone, web, fax, email or in person to access information and services. The modern abstracted architecture that supports multichannel intake also means that citizens will be able to contact the County through new channels such as digital TV as they become common vehicles for communication.
The County’s last goal was to create a valuable management tool that included reporting capabilities to provide County staff and elected officials with service delivery metrics and map based reports that will provide insight into what changes in business practices and what resource allocations are required to bring about service excellence.
All of this and more was delivered through a powerful solution by the team at Adoxio.