6. Discussion on citizen request management application
Staff Report
Date of Meeting: October 3, 2018
To: City Council
From: Neil Soltis, Administrator
Re: Citizen Request Management
Background: GovOffice, the company that provides the City web site platform has expanded its
services to provide a solution to better engage citizens. They have combined with QScend
Technologies Inc. to offer a citizen request management solution to their clients.
Key features and benefits of the application include:
Accept service requests via a variety of channels
Track and manage issues by adding actions and notes to each request
Automatic notification of progress
Customized and scheduled reports
Custom self-service citizen Web portal
Custom branded smartphone app
Reduce calls to departments
Share consistent information
Improve response time for field personnel
Review entire history of a service request
View real-time statistics
Publish charts and reports on service requests
Issue: Currently calls from residents come in and are passed onto the person responsible for
investigating and taking action to address the request. Frequently resident will call back to request
the status of a previous inquiry. This type of solution will allow for either the resident or person
taking the call to see the complete history and current status of the request. This solution can also
be used to track the status of and follow-up on code compliance issues. This will become more
necessary when an administrative citation ordinance is put into place.
Proposal Details: The brochure that follows provides some information on the solution. Additional
information can be found at their web site https://www.qscend.com/
Fiscal Impact: The cost of the system is $150.00 per month. This amount can be distributed
between various budgets and stay within the current 2018 and proposed 2019 budgets. The initial
set-up of the system will take staff time but can be implemented over time with the most common
request set up initially.
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Citizen Request Management
Presented by QScend Technologies, Inc.
231 Bank Street, Waterbury, CT 06702
p. 888.878.3006 | f. 203.759.0519 | www.QScend.com
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Company Summary
QScend Technologies, Inc. is an industry leader in Citizen Request Management software devel opment and project deployments.
Our primary focus is local and county government all of our products and features are specifically designed to improve workflows
and streamline internal government processes while improving citizen service and engagement. Utilized in towns as small in
population size as 1,700 and in cities as large as 1.8 million, our product suite will meet the needs of any size municipality.
Citizen Self-Serve - Your New Service Portal
Styled by our designers to match your existing website and branding, your new Service Portal will be a one-stop shop for
your citizens to self-help from the web!
Features may include:
• Service request input form
• Knowledge base
• Citizen account creation
• Citizen contact options (email, call, text, letter)
• Custom styling to match City branding
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Internal City Staff Tools – Viewing and Updating Service Requests
This is where internal staff will manage and act on service requests that are assigned to them. Logging in, they will only s ee
requests that they are directly responsible for. Below is an example of a service request in progress.
Features include
Internal City Staff Tools – Reporting Tab
• Add activity to the service request record
• Re-route service requests to someone else or another department
• Link duplicate requests together
• View full history log
• GIS Integration
• Re-open service requests that were closed if applicable
• Create and save custom dashboards
• Advanced search by keyword
• Map view of all service requests assigned to you
• Change priority level of service request
• Update additional information fields if applicable
• Auto-notify citizen: Robo call, text or email
• Print or export the entire service request record
• Access knowledge base
• Mass update or update service requests on an individual basis
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231 Bank Street • Waterbury, CT • phone 203.757.6000 • e-mail info@qscend.com • www.QScend.com
Internal City Staff Tools – Reporting
Among the strongest features in QAlert is the high-powered report writer which enables users to customize their reports by tailoring the
system’s existing reports, or by starting from scratch. The resulting reports can be shared among users within your department or
shared with users elsewhere.
Features include
• Custom report writer
• Shared reports
• Standard reports
• Automatic scheduled reports
• Downloadable in multiple formats
• Email reports directly
• Built-in security
• Custom dashboard for each user
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231 Bank Street • Waterbury, CT • phone 203.757.6000 • e-mail info@qscend.com • www.QScend.com
Getting Started with QScend - Project Management Services
Project Management
QScend will assign a project manager to oversee and implement the QAlert citizen request management solution. We will
work closely with City staff to help ensure that project management best practices are followed in managing this project
including developing a work plan or schedule, reviewing the functional requirements and documenting project issues, risks
and scope changes.
Initial Introduction
Administrative training is held online for 2-3 people (approx. 1 hours). Held before your kick-off meeting, this training
ensures that Administrators who are making decisions during system build-out are familiar with the system prior to decision
making.
Software Configuration
System setup is a critical aspect of a successful solution. Using the (off-the-shelf) QAlert Citizen Request Management
system configurations as a baseline, we will work closely with you to determine what options to enable in orde r to meet your
business needs. At the same time as the system set up the app will be designed and configured.
Data Conversion
Data sources that will be converted into QAlert include: streets database, citizen record database, existing knowledge base
articles, service request types, user list with departments and email, etc.
Deployment
QScend along with the City will test the functionality and configuration of the system. The City will validate the system to
ensure the system configuration and its functionality delivers to expected results.
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231 Bank Street • Waterbury, CT • phone 203.757.6000 • e-mail info@qscend.com • www.QScend.com
Pricing
QAlert Software Licensing Fees - $150/month
• Resident portal, workflow automation, internal staff tools, knowledgebase
• Unlimited users
• Support
• Maintenance, hosting and upgrades
One-time Implementation
• Conference calls with Project Manager
• Software installation
• Business intelligence gathering/ Configuration of service request types
• Setup routes and escalations for service requests configuration onboard mapping
• Configuration citizen data
• GIS integration
• Admin. Training via webinar
• 1-year subscription to QScend Academy online training portal
Additional Services
• Custom branded app $150/month