Requests and Complaints Management (Municipalities - 311)

For lasting and valuable citizen relationships

A solution perfectly adapted to the municipalities' reality

Government organizations are under extraordinary pressure to create services that deliver new value in terms of lighter tax loads, less administrative waste, professional accountability and better community services.

The Pivotal CRM solution for managing citizens’ requests and complaints provides a rich array of functions that can be customized to optimize your best practices in the area of citizen relations, allowing you to create lasting, beneficial citizen relationships.

Pivotal’s unique solution is built around many years of experience with customer relationship management (CRM) solutions. The proposed solution satisfies 75 to 90% of the requirements normally involved in managing citizens’ requests and complaints; thus easier to implement.

Characteristics

• Portal for employees giving them a single-screen access to 80% of the information they need to do their jobs;

• Single database for managing relations with citizens, partners, suppliers, employees and elected officials;

• Template manager enabling focused, consistent processing of requests depending on their type and complaint, with established quality and effectiveness standards or processes specific to each district;

• Multi-channel interaction management: in person, by telephone, fax, Web, e-mail or other;

• Standardized, consistent processes tailored to the citizen’s preferred communication channel;

• Optimized interdepartmental activities and requests status update using wireless communication tools;

• Requests and reports that support accountability and service level monitoring;

• Location of requestors on a local map to reduce duplicate tasks and to plan and organize work;

• Work Order management;

• Technology platform that facilitates integration with the organization’s business systems.

Benefits

• A single number or 311 service, when available, to contact all municipal departments;

• For some municipalities, it can free up to 50% and more of 911 calls;

• Standardized, consistent processes tailored to the citizen’s preferred communication channel;

• Improves the productivity of offered services;

• Supports accountability of various services in relation to resolution of requests;

• Cut costs by consolidating information and systems;

• Enables constant monitoring of requests and uniform service allocation;

• Citizen request statistics in real time encouraging clarified decision making for managers and elected officials;

• Flexible technology enabling fast adoption of the solution answering specific present and future municipality needs.

Find out how Gestisoft is Just Right for your organization – call us at (514) 399-9999 or send us an email at info@gestisoft.com.

Gestisoft. Just Right.