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QScend Releases Upgraded MuniCRM 311 Product
February 23, 2009
QScend Technologies has introduced several new features to its QAlert Municipal CRM software designed for citizen service request management and 311 call center products.
Web-based QAlert now includes such features as a full-blown knowledge base, customizable reporting and charting, and a citizen self-service center.
QScend President Keith LeBeau said the product can be implemented as a full 311 call center product or "in a decentralized environment, in which several departments may be entering non-emergency citizen issues."
"Governments can choose to use QAlert in its simplest form, grow their citizen service initiative step by step," or launch QAlert with all the bells and whistles ringing and whistling from Day One,” said added LeBeau.
In June TMC had the news that Providence Mayor David Cicilline and e-government expert Darrell West were booked to present at the QScend Technologies annual user group conference in Providence, Rhode Island.
As the mayor of Providence, Cicilline has brought new investment into the city and overseen technology improvements to monitor key services delivery. More importantly for the long-term health of the city he's advanced government downsizing, decreased property tax levels and presided over decreases in violent crime rates.
In this latest QScend release the company's knowledge base lets call center personnel access a variety of articles related to service request types. Responders and decentralized call takers also have this information available. There's also functionality for a citizen self-service center, allowing municipalities to let citizens search through questions and answers and articles before they submit a service request online. Organizations can implement this feature just as an FAQ area as well, and turn on the citizen account feature to allow account holders to review the progress on their existing service requests, as well as provide updates to those issues.
The customizable reporting feature is designed to let department heads, managers, and administrators create whatever type of report or chart they want. Every report can be scheduled for e-mail delivery in a variety of file formats, or e-mailed by users to users and non-users alike. Reports and charts can by created from scratch or by editing the existing system reports.
With QAlert, citizen service requests or complaints are entered by city staff or citizens themselves. Each entry is automatically assigned a ticket number and routed via e-mail to the department responsible for handling the request. Citizens can be notified each time an action is taken, or just when the service request has been addressed and is closed. The QScendians say it can be implemented on any Internet site, "regardless of the content management system of software in use."
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Tim Gray
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