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Building Smarter Cities Together

Efficient, streamlined, online solutions for citizen 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

Rapid deployment in the cloud with bundled services means quick ROI.

Integrated

Integrated

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

Download the KPMG International report, Benchmarking City Services

Download the report

 

Citizen Engagement

Showcase upcoming projects or any other topics you want to collect votes or comments on. Maximize citizen engagement by collecting valuable insights from citizens. Empower your citizens by giving them a platform to interact and engage.

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 #, 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
  • Omni channel 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 (and 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 intergration & 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 (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

Provides efficient, streamlined, online solutions for Citizen service request management, with out-of-the-box integration to common local government applications.

This packaged solution based on Microsoft Dynamics 365 and Azure will enable local governments to track and report on citizen issues with ease, while optimizing citizen engagement. Because it's bundled in the cloud and pre-packaged, we are able to deliver this solution with minimal time and cost.

Features

  • Built on a future-proof Microsoft Dynamics 365 and Azure platform
  • Self-service, 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