Service Request Tracking System Presenters: Kevin Lajoie Denis Lalonde John St. Marseille

Presentation Overview Service Request Tracking (SRT) System objectives History/Justification Custom In-house Developed Solution Demo Next Steps BEFORE

SRT Objectives In-house, user-friendly, no-cost, and fully customizable solution One window, uniform approach Catalogue and document Councillor requests Improved efficiency and response times More timely feedback Location based Inform our asset inventory + level of service Addresses strategic planning aspects Innovation Customer service complaint tracking Mobile based app BEFORE

History and Justification Consolidate multiple forms of requests (ex. phone, social media, email by Councillor) Avoid duplication Improve response time, ensure all requests are captured Screening request and proper department assignment Strategic Plan element and Council request Pilot test with Engineering and Municipal Works (1 year) BEFORE

SRT Flowchart 1 2 3 Service request initiated Service request created by admin SR directed to appropriate department Information added to asset management inventory (level of service review) 5 Once addressed by admin, details and notification sent 4 Notification of SR case# creation Council can view progress and details via SRT link Option to alert Councillors BEFORE

Custom SRT Solution BEFORE

Next Steps Introduce to Council and offer SRT support Mobile-based access for Council Introduce and demonstrate to all departments Seek feedback for continued improvement of application Investigate public access (Ping Street, Web site, etc) Dedicated corporate resource Investigate generation of work orders Track data, improve gaps in level of service BEFORE

Thank You. Questions?