Solutions
Citizen Request Management & 311
Achieve a higher level of citizen service excellence
"We liked the responsiveness, the capable people, the experience of Active. They were willing to work with us to develop solutions to meet our needs."
- Mary Terpak, Program Specialist, Loudoun County Administration Office [read case study]
With ActiveGovernment’s Citizen Request Management (CRM) and 311 solution, cities and counties are empowered to deliver improved citizen service levels and responsiveness with a centralized system to effectively track, route and manage all citizen inquires and requests. Part of the Citizen Access Suite, the CRM and 311 solution facilitates communication across your entire organization, eliminates redundant processes and provides assurance that issues are being resolved efficiently.
Features
Our Citizen Request Management and 311 solutions can incorporate the features below, and more.
Request Entry and Management
- Multi-channel request entry: by phone, web, or email
- Customize criteria for duplicate detection using time, case type and geographic parameters
- Address validation eliminates dispatching field staff to wrong location
- Smart scripts and forms assist customer service agents to record pertinent information
- Geographic-based request assignment
- Map views and map assist location setting
- Search for cases by caller, location, case type, geographic region
- Flexible workflows route service requests to the correct department
- Automatic escalation settings notify management of delays or similar cases
- Many types of user-defined fields: option lists, checkboxes, radio buttons, text fields
- Case inbox provides quick access to assigned requests or requests assigned to staff
- Integration with Microsoft Outlook email and tasks
- Record and log case activity with public and private security options
Security and Integration
- Granular role-based security
- Single sign on authentication support for Microsoft Active Directory and Novell eDirectory
- Integration with ActiveGovernment Knowledge Management solution with real-time knowledge filtering
- APIs support real time, bi-directional integration with government business applications; GIS, Work Order, Animal Services, Permits and Inspection, Code Enforcement
Reporting
- Management Dashboard provides rich graphical views on request types, close rates, status and more
- Customer and operational metric reporting
- Customizable reports that can be viewed by all users
- Map reports for visualization, trend analysis and performance management
- Measure results and identify trends like recurring requests, problem areas, call volume, and satisfaction levels
Benefits
-
Your Organization
- Provide one view to the citizen
- Record and capture information required to improve service delivery
- Eliminate duplication of efforts and streamlines processes
- Agent submission form scripts ensures accurate first call description gathering
- Smart routing and automatic escalation ensures effective issue resolution
- Increase service level awareness - request status can be determined at any point in the workflow
- Improve decision-making and performance appraisal
- Integrates with business systems moving back office information efficiently to customers
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Citizens
- Increased responsiveness, faster answers and resolution
- Consistent and accurate information and answers
- Improved quality of service
- Self-service options with web request submission
- Touch-tone phone request status using integrated voice response
Video
View our “At the Whiteboard” video on citizen service requests
