Citizen Experience Matters

Cities and local government support the needs of thousands of citizens. A city or country administration is typically small and busy focusing on critical functions, such as managing day to day operations and essential projects. Many systems are overwhelmed or simply lack the ability to field service calls from citizens requesting services or reporting outages. To meet the growing demand for citizen engagement without stretching the budget, Microsoft 311 is the solution.


Service Center

Using Microsoft’s Dynamics PSA, Portal solutions and Project online, agencies can anticipate citizen needs, while ensuring real time reports of 311 issues are dealt with quickly and effectively.

Intelligent citizen self – service portal enables both reporting, centralized dissemination of information for an array of subject important to constituents.

Call Center Workflow

Managing Demand through Common Governance and Control structure where the Public Works, Citizen Services department enables the public to submit notifications about issues with public infrastructure. Often using low cost self-service techniques Microsoft’s 311 Solution helps to reduce cost, while increasing citizen satisfaction.

How it Works

Service by Microsoft Dynamics enables organizations to deepen customer loyalty by providing personalized, proactive, and predictive experiences across all channels. Agents are empowered with a single unified experience, enabling them to connect with customers effortlessly.

Provide citizens excellent customer service

Citizens today demand a high level of transparency from their government. By consolidating information and effectively organizing it while providing effective tracking and search tools, workers are able to generate information and provide quick and accurate information to citizens. In order to provide this information, the government needs effective, secure back end tools that provide information classification and consolidation of information. By providing a common user experience with one consolidated view of each citizen including multiple agency interactions and a holistic view for managers you can improve the overall citizen experience and diminishing the need for multiple touches per citizen.

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