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Increasingly, local governments are recognizing that results-driven customer service is vital to increasing citizen satisfaction and improving their community. Residents are demanding better service and communities are making it a top priority.
Active Government Solutions empowers organizations to achieve a higher level of citizen service excellence through a centralized solution that:
- Streamlines the entire customer service process to track, route and manage inquiries and requests,
- Seamlessly integrates to leading GIS solutions,
- Provides customizable, flexible workflow routing across departments,
- Enables 311 call centers to provide the public with accurate, real-time information,
- Provides a centralized knowledge base for a single source for customer information and FAQs, and
- Provides valuable insights into customer service operations to measure results, enhance processes, allocate resources and reward performance.
Key Features
- Citizen Relationship Management (CRM) and Response
- 311 Call Center Integration
- Knowledge Base
- Customer Service Access Channels (web, phone)
- Management Dashboard
- Business Process and Readiness Services
- Reporting
- Enterprise Application Integration:
- Data Broker Database Connector (work order, permitting, core financials, etc.)
- GIS/Geographical Data Integration (ESRI's GIS system)
Benefits
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Your organization |
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Your citizens |
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You |
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- Easy tracking of citizen inquiries and requests
- Centralized knowledge base ensures quick answers to FAQs
- Improves workflow management
- Increases responsiveness and provides faster answers and resolution for their questions and issues
- Ensures consistent and accurate information and answers
- Improves quality of service
- Smart routing and automatic escalation ensures issues are resolved effectively
- Gain valuable insights into status and measure results
- Improve decision-making and performance appraisal
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