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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. 1 | P a g e 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 2 | P a g e 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 3 | P a g e 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 4 | P a g e 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 5 | P a g e 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. 6 | P a g e 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