Vendor needs to provide constituent services software with 311 functionality.
- A user-friendly, accessible web portal and mobile app that enables users to easily submit, track and rate their service requests online or via mobile device .
- A robust workflow engine that automatically routes and assigns service requests to the relevant departments and staff members, as well as sends alerts and reminders to ensure timely resolution.
- Ability to integrate seamlessly with existing workflow processes and systems that use brightly, asset essentials platform to send workorders, receive updates and complete cases.
- Ability to integrate seamlessly with existing workflow processes and systems that use OpenGov ViewPoint cloud building and permitting, to send workorders, receive updates and complete cases.
- Middleware options available to integrate into existing and future work streams throughout the city.
- A comprehensive dashboard and reporting tool that provides real-time data and insights on service performance and quality, as well as identifies opportunities for improvement and optimization. It should have reporting and analytics features to help us monitor correspondence volume, response time, heatmaps and other key metrics. Customizable drag or drop dashboarding.
- Ability to auto-search records as staff enter caller information and auto-merge cases.
- Ability to customize workflows based on city's processes and procedures.
- Ability to enter multiple requests per intake screen without re-entering caller information.
- Ability to access both an operator screen and a manager's screen. Manager's screen can quickly show overdue cases and staff workloads.
- Ability to search cases by submitting staff member, in addition to by constituent case type, department or address.
- Ability to search by how request was received (i.e., phone calls into center, live chat, local event, US mail, app, etc.).
- Ability to search for all open or closed cases.
- Ability to run department-specific reports (specifically easy report generation).
- Ability to manage records by constituent, rather than by case, as well as store all correspondence with each constituent (via email, US mail, texts, phone).
- Azure SSO authentication for users.
↧