Reimagining Citizen Services:
From Call to Completion
Reimagining Citizen Services:
From Call to Completion
The Problem
The Problem
City Council Contact Center
City Council Contact Center
Managing citizen service requests across multiple departments
Managing citizen service requests across multiple departments
The Solution
The Solution
Digitized Guided Workflows for Contact Center Operations
Digitized Guided Workflows for Contact Center Operations
Streamlining service processes from call intake to field execution
Streamlining service processes from call intake to field execution
Users
Users
Contact Center Agents
Handling incoming citizen requests
Contact Center Agents
Handling incoming citizen requests
Field Agents
Executing tasks in real time
Field Agents
Executing tasks in real time
Technology Stack
Technology Stack
Flowmaze
Low-code workflow orchestration
Flowmaze
Low-code workflow orchestration
Microsoft Dynamics 365
CRM & case backbone
Microsoft Dynamics 365
CRM & case backbone
Map Services
Location-based task routing
Map Services
Location-based task routing
Zencity
Sentiment and issue tracking
Zencity
Sentiment and issue tracking
The Customer
City Council Contact Center
Managing citizen service requests across multiple departments
The Problem
The Problem
The contact center was struggling with slow response times and a high volume of errors, which were impacting the quality of service provided to residents. Staff were often overwhelmed by repetitive tasks and manual data entry, leading to delays and increased risk of mistakes. These inefficiencies made it difficult to keep up with demand and maintain consistent, accurate communication.
The contact center was struggling with slow response times and a high volume of errors, which were impacting the quality of service provided to residents. Staff were often overwhelmed by repetitive tasks and manual data entry, leading to delays and increased risk of mistakes. These inefficiencies made it difficult to keep up with demand and maintain consistent, accurate communication.
Challenges
Challenges
The key challenges in this project were navigating a wide range of service scenarios and managing the complexity of case-specific variations within the city council's contact center. Each scenario required tailored solutions, making it difficult to develop a unified approach. Additionally, long planning cycles were needed to align with the city's regulations and internal processes, adding further complexity to the project.
The key challenges in this project were navigating a wide range of service scenarios and managing the complexity of case-specific variations within the city council's contact center. Each scenario required tailored solutions, making it difficult to develop a unified approach. Additionally, long planning cycles were needed to align with the city's regulations and internal processes, adding further complexity to the project.
What We Delivered
What We Delivered
80+ dynamic service workflows
80+ dynamic service workflows
Automated classification & case creation
Automated classification & case creation
Smart detection of similar and historical requests
Smart detection of similar and historical requests
CRM screen replacement with guided flows
CRM screen replacement with guided flows
Task auto-initiation with SLA alignment
Task auto-initiation with SLA alignment
Results & Impact
Results & Impact
Reduced training time for new Customer Service Representatives (CSR)
Reduced training time for new Customer Service Representatives (CSR)
Shorter average call handling time
Shorter average call handling time
Zero missed or duplicate field assignments
Zero missed or duplicate field assignments
SLA compliance enforcement
SLA compliance enforcement
Fewer operational errors across teams
Fewer operational errors across teams
Want to see how you can transform your organization?
Want to see how you can transform your organization?
or explore real-world use cases on our website
or explore real-world use cases on our website
