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School District No. 38 Richmond
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Okanagan College
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Improving the productivity of the city’s 3-1-1…
Client Profile:
o The client is a medium sized Canadian city of 150.000 citizens with over 30 agent to manage incoming requests
The Challenge:
o Incoming request through web, email, phone and walk ins
o Duplication of incoming requests and redundant work
o Keep citizens informed of city works and projects
o Assign and schedule Public works seamlessly
Our Solution:
o Created a portal for citizens to easily submit their requests and deflect redundant ones
o Created a portal to inform citizens of progress and completion of submitted requests
o Created a workflow to assign relevant work to City Works with GIS integration
o Created customized dashboard for internal tracking and management
The Results:
o 100% staff satisfaction and improved city staff engagement though enhanced internal communication
o Efficient and seamless processing of public requests
o Dynamic monitoring of request though an executive dashboard, reporting alerts and priority
o Consistency in the timely resolution of public requests
Optimizing transparency and compliance of FOI …
Client Profile:
o The client is a medium sized North American city of 300.000 citizens.
The Challenge:
o Receives an average of 1,000 FOI requests per month
o Need to automate the capture and assignment of FOI Requests
o Need to track assigned task when processing internally
o Resolve the backlog of requests that results in out of regulation response time
Our Solution:
o Created a portal for citizens to easily submit the FOI requests and view the status of the submitted requests
o Created a workflow to quickly respond on automated tasks such as time extension or exemption
o Created task management dashboard and SLA monitoring
o Facilitated the release and access to public ally available FOI requests
The Results:
o Improved productivity through timely resolution of backlog requests and compliance with regulation
o Eliminated redundant communication with citizens and increased service delivery
o Improved city staff engagement through enhanced internal communication
o Overall improved compliance and transparency with reference to public communication
Boosting operation activity and client engagement
Client Profile:
o A global leader in enabling businesses and service providers to transform their operations and deliver information technology as a service (ITaaS). Fortune 500 with 22 billion $ Annual revenue and several thousand employees
The Challenge:
o No tracking and reporting capabilities for visibility of their customer service level
o Manual handling of internal clients and deliverables
o Needed to manage the internal customers in a more systematic manner
Our Solution:
o Created a portal for customer to easily submit their requests And view the status of the production line
o Created a workflow to inform the customer of the current status of their requests
o Created and schedule reports for management
o Created workflow to track abnormal and unresolved requests
The Results:
o Increased productivity through seamless submission and processing of incoming request
o Increased efficiency through the availability of live executive dashboard showing the status and progress of staff workload
o Improved employee engagement through the automated workflow and assigned tasks
o Improved customer satisfaction through interactive portal