City of Kalamazoo | 311 Solution
Project Overview
Client: City of Kalamazoo
Industry: Government – Municipal Services
Go live: January 8, 2024
The City of Kalamazoo sought a robust system to manage citizen complaints and service requests, aiming to enhance the quality of constituent services. Cloud SynApps developed a scalable Case Management Application to streamline case tracking and improve service delivery.
Goals
Enhance Complaint Management:
Efficiently track and manage complaints and requests from citizens.
Monitor SLAs:
Ensure timely responses to complaints by implementing SLA tracking and monitoring.
Support Knowledge Management:
Provide 311 staff with easy access to relevant information to resolve cases effectively.
Approach
Thorough Requirements Analysis:
Conducted an in-depth analysis to understand the City’s needs and design a tailored case management solution.
Scalable System Design:
Delivered a flexible application capable of addressing current needs while being adaptable to future requirements.
Integration of Key Features:
Implemented a user-friendly interface for case tracking, SLA monitoring, and knowledge management for staff.
Results
Improved Citizen Experience:
The application streamlined case management, improving response times and service quality for citizens.
Increased Efficiency:
SLA tracking ensured that complaints were handled within agreed timeframes, improving accountability.
Better Support for Staff:
The knowledge management system enabled 311 staff to address cases with the right information at hand, enhancing their efficiency.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.