Customer Relationship Management (CRM)
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Scugog, ON collaborates with Region of Durham on online services through My Scugog Connected CRM
Community engagement during the development of the town's five-year IT Strategy found widespread interest in online service options. The initial rollout of My Scugog Connected supported road-related requests including fallen trees and streetlight outages. Platform users can search through recent requests to avoid duplication and receive notifications about service progress. Township officials plan a multi-year expansion to cover areas from special events permits to waste management.
Scugog, ON
Canada
Melton, VIC develops new venue booking system for improved user and employee experiences
The previous system required multiple phone calls for each booking with 75% of contacts related to confirmations. Melton designed an online booking system that reduces personnel time and improves customer satisfaction. Event organizers find amenities and availability for each venue operated by the city. The system creates automated confirmations and simplifies bookings requiring multiple times or venues. City officials estimate AUD 160,000 per year in new revenue by maximizing facility rentals.
Melton, VIC
Australia
Hume, VIC streamlines customer support and record management with Connect CRM system
The Hume Connect platform creates a single view of all resident interactions with council departments. Hume's switch from its previous system reduced 1,314 service categories to 361 and integrated siloed records. Customer calls from phone numbers on file open Golden Records on the support team's monitors for informed conversations. Hume Connect also supports mapping and navigation functions for field staff in need of exact locations for service requests.
Hume, VIC
Australia
Manor, TX supports local small businesses through improved digital services
Manor, TX participated in the National League of Cities' City Inclusive Entrepreneurship program and worked with CivStart to identify a solution. Manor implemented Qwally's inclusive small business portal. Structured as an auto-saving checklist with a profile that entrepreneurs can easily return to, Biz101 also provides City officials with a diagnostic tool to assess small businesses’ needs and meet them where they are in their growth journey.
Manor, TX
United States
Kansas City, MO supports entrepreneurship through new digital platform
KCMO's BizCare office partnered with Qwally to implement an inclusive small business portal, that helps entrepreneurs navigate City services. The platform provides a virtual one-stop shop and welcoming digital front door centralizes information using plain language descriptions of common rules, provides resources from state, local, and community partners, and reduces the time it takes to review essential business requirements. City staff track progress, collect data, and refer to partners.
Kansas City, MO
United States
East Hartford, CT streamlines FEMA reimbursements
In 2020 East Hartford, CT was struck by tropical storm Isaias; they were able to work with their contractor to easily document the required data points within QAlert CRM to submit for hundreds of thousands of dollars in FEMA reimbursement.
East Hartford, CT
United States
Järvenpää, FI is piloting Kunta-Kati the AI chatbot as its new customer service representative
The City of Järvenpää partnered with Accenture and Boost.ai to pilot a "fixed-term employment relationship" with Kunta-Kati acting as the city's new customer service representative. Kunta-Kati uses artificial intelligence to understand urban issues and answer questions about the city. Whenever she is unable to answer a question Kunta-Kati directs the users to ask their question directly to the city's customer service staff.
Järvenpää, FI
Finland
Porvoo, FI integrated the Kunta-Kai AI virtual customer advisor into the city's website
The City of Porvoo partnered with Accenture and Boost.ai to integrate the Kunta-Kati virtual customer advisor into the city's website. Kunta-Kati uses artificial intelligence to provide website visitors with advanced customer support and to support the website's search function. Kunta-Kai handles frequently asked questions and connects visitors with the appropriate city department. The city is considering adding voice and speech recognition to Kunta-Kai's software for improved functionality.
Porvoo, FI
Finland
Port Colborne, ON created an interdepartmental City Development Team for land development inquiries
The City of Port Colborne created "City Development Team" a cross-functional team of city staff to coordinate and accelerate the review of economic development inquiries. The team consists of key staff from various departments including Corporate Service, GIS, Tourism Services, Engineering & Operations, and Planning & Development. The integration of these city departments was designed to enhance the customer service experience with a coordinated approach to land development and investments.
Port Colborne, ON
Canada
Surf Coast, VIC aligns service requests across council departments with Lodge a Request form
Surf Coast previously required different forms for 99 services that slowed processing times. Lodge a Request consolidates print, email, and phone processes for 12 service categories into a single online form. The form includes an upload option for images and an opt-in toggle for tracking notifications from council staffers. Lodge a Request is the outcome of an updated customer request management system that improves collaboration across departments.
Surf Coast, VIC
Australia
Penrith, NSW expedites resident service requests to waste contractors using Microsoft Dynamics 365
The council previously relayed phone calls and emails from residents to waste service providers. Microsoft Dynamics 365 powers The Waste Spot, a mobile-friendly service request portal. Each request is sent directly to the appropriate contractor for resolution. Residents and businesses receive regular updates until their requests are completed. The council integrated The Waste Spot with contractor systems when renewing its waste service contracts.
Penrith, NSW
Australia
Woollahra, NSW battles electronic waste with free pickup service through city app
The e-waste program allows any household to book services with collection in as little as one business day. Scheduled pickups are completed from curbs or back alleys Monday through Friday. The city sets no annual limit on collections per household to combat a growing e-waste recycling problem. Collected electronics are processed for parts and sent to community partners.
Woollahra, NSW
Australia