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Building Intelligent Cities Together

Efficient, streamlined, online solutions for citizen Engagement & Omni-channel service request management

 

Cloud

Bundled in the Cloud

Bundled Dynamics 365 and Dynamics 365 Portal in the cloud.

Fast

Fast

Pre-configured solution allows for a quick and easy implementation.

Easy

Easy

Create and configure new service requests in less than 5 minutes without custom code.

Integrated

Integrated

CityWorks, ESRI and SharePoint integration – all out of the box.

Download the KPMG International report for Benchmarking City Services

Download the report

 

FEATURES

 

Simplified Agent Interface
  • Manage incoming calls with ease
  • Create service requests
  • Provide information on programs, services & events
  • Fully integrated CTI (Computer Telephony Integration)
Case & Service Request Management
  • Search by case number, address or contact
  • Search using map
  • Advanced Filters (case number, type, submitted date, status)
  • Edit/Update existing cases
  • Manage subscribers
  • Duplicate detection
  • Automated escalation of service requests based on business rules
Service Request Configuration Wizard
  • Create new service request types in minutes
  • Support for attaching images and files
  • Support for internal vs public facing request types
  • Configurable online citizen submission forms
  • Automated routing of service requests based on business practices
  • Service level agreements (SLA)
  • Add custom fields to capture type-specific details
  • Configurable business rules for type-specific processes
  • Duplicate detection settings
Security Roles & Permissions
  • Complete audit trail history
  • Base VeloCITY roles
  • Configurable permissions for type-specific features
  • Department security
  • System administrative security permissions
  • Configurable authentication
Mapping, Locations & Address Management
  • Select point, intersection or polygon
  • Identify Points of Interest
  • Geo Location Services
  • Address Validation
  • Configurable service areas to allow or restrict submission by service request type
  • Configurable feature layers to identify address specific characteristics (Ex. Ward)
Citizen Self Service
  • 24/7 Citizen self-service portal
  • Omnichannel availability
  • Citizen Authentication
  • Service Request Submissions
  • Information Search
  • Subscribe to updates on Service Request Status
  • Citizen Communication (Configurable opt-in/out settings)
  • Profile Management
  • Responsive Design (any device, anywhere, anytime)
  • WCAG Compliant
Communication & Marketing
  • Leverages Dynamics Marketing
  • Automated and targeted email marketing campaigns
  • Drag and drop WYSIWYG designer for email marketing
  • Interaction and engagement based metrics
  • Social media integration & social listening
  • Full integration capabilities with ClickDimensions
Work Order Management
  • Automatically create work orders
  • Auto-assign work orders to queues, teams, or individuals
  • Configurable routing rules
  • Edit/update existing work orders
Reporting
  • Numerous standard reports
  • Geographic based reporting to identify trends
  • Department specific reporting
  • Power BI Reports

*Additional licenses required*

Contact Management
  • Search by name, address or phone
  • Edit/Update contacts
  • Create new contacts
  • Detect duplicate contacts
Integrations
  • SharePoint
  • ESRI
  • Paypal
  • Interac
  • Authorize.Net
  • Cityworks
  • Computer Telephony Integration (CTI)
Searchable Knowledge Base/FAQ Library
  • Search content by keyword(s)
  • Configurable information categories
  • Content Management
  • Information Alerts
  • FAQ Library
Available Intergrations Velocity

 

 

Workflow Management

Citizen Service Request Management

Remove communication barriers by engaging with your citizens through the channel of their choice. VeloCITY 365 is built based on the Microsoft Platform utilizing the comprehensive capabilities of Dynamics 365 and secure Azure cloud. VeloCITY 365 provides a holistic view of the citizens, enabling governments to efficiently collect data, track and report on citizen requests with ease while optimizing operations and communication. Bundled in the cloud and designed using industry best practices, we deliver this solution with minimal time and cost with you in mind. 

 

  • Built on a future-proof Microsoft Dynamics 365 and Azure platform
  • Self-service, omnichannel mobile-enabled citizen portal
  • Quick and easy roll out of new service request types in under 5 minutes 
  • Duplicate detection to ensure requests are not submitted twice
  • Robust knowledge base capabilities with full searchability
  • Esri integration for mapping and geolocation
  • Integrated call centre system with CTS for a 360-degree view of a citizen