|
 |
|
|
|
|
 |
 |
|
|
|
|
|
|
 |
|
|
Microsoft 311 citizen services solution accelerator |
 |
|
Empower citizens and service agents with a modern citizen service center to field and manage requests and to help you enhance efficiency, performance, and accountability. |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
For local governments nationwide, citizen service centers are a vital link between agencies and the populations they serve. For many constituents, they are the primary communications channel for accessing resources, assistance, and information, and, as such, the performance of the service center can make the difference between a successful interaction and a frustrating one. With Microsoft 311 Service Center accelerator, cities and counties can empower both citizens and agents by helping to improve access and responsiveness, to personalize services, and to increase productivity and timeliness of service delivery.
|
|
Introducing the Microsoft 311 Service Center citizen services accelerator WMV file, 4 min.
|
|
|
The 311 Service Center accelerator is an end-to-end integrated framework that streamlines the entire system for servicing citizen requests, providing information, managing the back-office processing, and utilizing agency resources efficiently. Whether you are implementing an entirely new citizen service system or upgrading an existing one, 311 Service Center accelerator can consolidate and modernize your systems and processes by helping to ensure full coordination among multiple communications channels and the departments providing services.
Microsoft 311 Service Center accelerator is powered by Microsoft Dynamics CRM 2011 and the Windows Azure platform for maximum flexibility. Thanks to the multi-tenant architecture, you can host multiple instances on a single server, and a cloud-based model reduces infrastructure costs. Whether deployed on-premises, online, or in any combination that works best for your agency, the 311 Service Center accelerator offers powerful solutions to help your agency better serve your citizens, including:
Self-service citizen portal. Interactive, web-based citizen portals with a mapping component allow citizens to search for information, submit service requests, visualize geographic location information, and monitor the progress of active cases.
Case management and workflows. Whether a citizen initiates contact by phone or submits a request over the web, an end-to-end service request engine handles all the required routing and workflow, from the creation of a service request all the way through resolution, keeping stakeholders informed throughout the process with status notifications.
Call scripts. Interactive, step-by-step scripts, tailored to six specific scenarios, help agents handle calls and requests more efficiently and consistently. This can help minimize errors and improve the cost-effectiveness of service delivery.
Management dashboards and reporting. Powerful reporting capabilities through dashboards and standard reports, which seamlessly export to Microsoft Excel and other familiar formats, enhance performance tracking and accountability. Management-oriented reports display summary data of service requests by case type, priority, geographic distribution, and resolution time. These reports supply the timely business intelligence that enables cities and counties to analyze trends in citizen requests, monitor service level agreements, and improve accuracy and planning.
Mobile platform and telephony. Mobile HTML portal views that work across all browser-enabled devices allow citizens to submit requests and to access information via their mobile phones. This mobile connectivity also enables agency workers to update case information directly from the field. Telephony integration is accomplished through connectors as an extension to the accelerator.
Knowledge base. Microsoft Dynamics CRM capabilities make it easier to search internal and public data sources so both citizens and agency staff can find the information they need quickly.
The Microsoft 311 Service Center accelerator includes installation files, code, and documentation and is available for download at http://311center.codeplex.com. The 311 accelerator was designed and delivered in collaboration with our partners Adxstudio and Unisys. |
|
|
|
|
The following partners can help you create Microsoft Dynamics CRM Contact Center/311 solutions that enable comprehensive contact center management, efficient routing of and response to constituent inquiries, and integrated constituent relationship management. These solutions can be customized to meet any agency's specific contact center/311 needs.
|
Adxstudio is a leading
provider of web portal frameworks for Microsoft Dynamics CRM 2011. Ideally suited
for online citizen engagement, Adxstudio Portals offer sophisticated content management,
event coordination, search, profile, and self-service capabilities to Dynamics CRM.
Flexible and scalable, Adxstudio Portals support all deployment models including
CRM Online and Windows Azure. A managed partner with Gold CRM and Silver ISV competencies,
Adxstudio is committed to developing innovative web portal solutions for the Microsoft
platform.
Request information
Unisys is an industry leading system integrator providing solutions
to state and local governments. We have helped several cities and counties across
North America establish non-emergency citizen service centers. The Unisys and Microsoft
solutions alliance delivers secure, scalable and proven industry solutions in the
areas of security, data center transformation and outsourcing, end user outsourcing
and support, application modernization (including 3-1-1 non-emergency citizen service
centers), and high performance SQL Server.
Request information
Avanade is a global IT consultancy dedicated
to using the Microsoft platform to help enterprises achieve profitable growth. Through
proven solutions that extend Microsoft products, Avanade helps enterprises increase
revenue, reduce costs, and reinvest in innovation to gain competitive advantage.
Contact (206) 239-5600.
Request information
Eskel Porter Consulting, Inc. has
been providing information technology solutions and consulting services to the public
and private sectors since 1978. They strive to meet their clients' business objectives
throughout the IT life cycle, from planning through deployment and into maintenance
and operations. Contact (916) 492-1212.
Request information
Tectura is the leading global provider
of Microsoft Dynamics and Microsoft integrated business solutions for midmarket
companies and large enterprise divisions, serving clients from its offices across
the Americas, Europe, the Middle East, and Asia Pacific. Contact (650) 585-5500.
Request information
Tribridge implements, secures, and
supports critical business applications and core infrastructure for organizations
across the United States. With an average of 15 years of experience, Tribridge
experts use Microsoft Dynamics CRM for Citizen Services and established methodologies
to generate practical results, including a 100 percent "go live"
rate for more than a decade. Technology solutions include Microsoft Dynamics ERP
and CRM, Microsoft SharePoint and custom software applications, Microsoft core infrastructure,
security solutions, and managed services. A Gold Certified Microsoft consulting
firm, Tribridge was recently named the 2008 Worldwide Microsoft Dynamics Partner
of the Year. Contact (877) 744-1360.
Request information
Find a partner
Search for additional partners in the
Microsoft Public Sector Partner Solution MarketPlace, an easy resource for finding
technology partners that offer a broad range of products, services, and solutions
based on Microsoft technologies. The marketplace includes packaged software, solutions
offerings, and training from Microsoft Gold Certified Partners, Microsoft Certified
Partners, and registered members.
Microsoft makes no representations or warranties, either
expressed, implied or statutory, regarding any company presented herein or its products
or services. The inclusion of a company does not imply endorsement by Microsoft
of the company or its products or services. The names of actual companies and products
mentioned herein may be the trademarks of their respective owners.
|
|
|
|
|
|
|
|
 |
|
|
|
|
|
|
|
|