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System 311 - More than just a CRM
System 311 is a web-based, workflow-driven, complaint management system
for handling citizen requests which is fully integrated with GIS and
document management systems. In addition to being a Citizen Relationship
Management system, it is ALSO a case management system!
Workflow Driven Approach
The entire process is workflow driven, providing all stakeholders,
including the citizenry, the ability to monitor and track the case. With
the Public Access Link, which is fully integrated with System 311, the
citizens can file and track complaints directly over the web in an
easy-to-use, user-friendly environment. Users can not only create
complaints, but they can check the status of the work orders all the way
through to final solution. This is real constituent relationship
management.
Built-in Tools
System 311 uses built-in tools and functions, such as integrated GIS data
to view and manage assets, material management to make sure work material
is available, labor hour tracking to compare estimated costs to actual
costs, and integration with your document management repository to store
case history, and related photos and documents along with a knowledge base
of FAQs necessary to resolve and close the case.
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End-to-End Flexibility
System 311 has the flexibility to assign and start various processes
associated with being complaint type. Often, multiple calls come in for
the same problem. System 311 has the flexibility to associate multiple
calls or complaints to a single activity; System 311 can link similar
calls to avoid multiple tickets being created for the same complaint.
Manage your work quickly and easily with System 311 which is designed
specifically for this purpose.
With System 311 you can integrate the data from your independent systems,
such as GIS, CRM, financial systems, permitting, code enforcement, and
asset management, and link them together through our XML interface.
Order Management
With the use of the built-in workflow manager, it is easy to create
new and modify existing workflows, which represent your specific business
processes. The system can change its behavior, by just modifying the
workflow. It's as easy as drag-and-drop.
Work orders can be tracked, while the tasks are being performed through
various stages of the process. As a work order progresses through the
system, Managers will have the ability to view its status at any point in
the process from beginning to end.
Asset Management
System 311 makes it possible for you to track the availability of
materials needed by repair crews to fix the outstanding problems. It
avoids sending out crews without materials or manually processing and
tracking materials via phone calls prior to sending crews to repair sites.
The warehouse can easily confirm the availability of material or the lack
of material necessary for the job. When all the necessary materials are
available, then appropriate crews can be scheduled for the job and the
work order can be completed.
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