A mid-sized city improved customer service and operating efficiency by implementing a city-wide,
web-based system linking its geographic information system with its work management
and customer information systems. This system allows call takers throughout the city to answer
common questions, request new work orders, and report the status of existing work orders.
The City's call center is a one-stop shop for customer inquiries, work order status reports, and
new work requests for all departments. Call center representatives are using the integrated
system site to track customer contact histories, report the status of ongoing work, and create
work requests for the departments. They also have answers to frequently asked questions at their
fingertips on the Intranet site contact management screen. Employees track their on-the-job
training at the same time they record their labor hours on work orders.
This presentation explains the business process and organizational changes necessary to
maximize the benefits of the technology. It also provides a perspective on the development
process, including the reconciliation of incompatible data sets and other technical challenges.
The presentation concludes with a discussion of the steps that any city can take to begin
integrating its customer, asset, and work management functions. Includes figures.
| Edition : | Vol. - No. |
| File Size : | 1
file |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 11 |
| Published : | 02/01/2005 |
