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A customer was looking to improve how they respond to common requests from citizens such as fixing potholes, removing graffiti, and repairing damaged street signs.
They currently use a front-end system that distributes work to various work management systems, including email inboxes. This means that some request types are well-managed with fast response times, while others are dependent on employees managing a cluttered inbox. Also, citizens were required to download native apps to their devices, increasing the friction to report a simple issue.
Integrating a custom, responsive CSM Service Portal, designed to meet the needs of the citizens, along with a robust backend system provided by our alliance partner can enhance portal accessibility for citizens and increase the effectiveness and efficiency of city employees managing the work.
The city can maintain a basic portal to keep residents informed. From here, residents are able to report issues to the service. When a resident reports an issue, they can select or search a series of possible problems to report. The App uses the phone's GPS to pinpoint the location of the report, allowing the resident to override if necessary.
To increase transparency, residents are notified of existing reports at that location. This lets them know the city is taking charge of the issue and actively working to resolve it. If the resident elects to report the issue, they are presented with a simple form to capture information to help resolve it. After reporting their problem, residents can always come back and check on the status.
Optimizing the process workflow by using a single service platform
Digitalizing legacy application landscapes
Simplifying handling of inquiries including reports on status and a search function
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