City of Providence Demonstrates Commitment to Citizen Service with Launch of QAlert

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The City of Providence, RI, has recently launched a web-based system designed to assist city departments in tracking and resolving citizen service requests. Using the QAlert Municipal CRM system by QScend Technologies, Providence can more efficiently respond to citizen inquires and better manage city resources while resolving those issues.

The City of Providence, RI, has recently launched a web-based system designed to assist city departments in tracking and resolving citizen service requests. Using the QAlert Municipal CRM system by QScend Technologies, Providence can more efficiently respond to citizen inquires and better manage city resources while resolving those issues.

"This is about using state-of-the-art technology to hold ourselves accountable while keeping residents informed, every step of the way, as we work to improve the delivery of City services," said Mayor David Cicilline. "QAlert also provides us with a clearer understanding of constituents' needs so that we can make smarter decisions about deploying resources."

Providence citizens contacting the Office of Neighborhood Services at (401-421-CITY) will have their requests entered into QAlert. Each service request is automatically assigned a tracking number and routed to the appropriate department. The system allows residents to be notified via email when an action is taken on the request and citizens receive final notification when the matter has been resolved.

In addition, QAlert also complements ProvStat, the Mayor's existing management tool, which is designed to improve the delivery of City services by collecting, analyzing and reviewing data about City operations. Through QAlert, supervisors are automatically notified when a request lingers for a prolonged period of time with no action taken, providing an increased level of accountability.

QScend and its partner, VUEWorks, will also provide Providence with the VUEWorks Work Order and Asset Management software, which fully integrates with QAlert.

"Using QAlert's new customizable reporting tool, we can design and integrate additional data to enhance our ProvStat reporting," said Pamela Cardillo, Director of ProvStat. "Now, assessing timeliness of service delivery to City residents and mapping locations of service requests more comprehensively are more easily accomplished."

"Our products are about providing local governments with a way to better service their citizens," said Keith LeBeau, President of QScend Technologies."The fact that they are easy to use places the power of the Internet in the hands of local users, enabling them to set new standards for open and efficient government."

QAlert, which includes a fully customizable Knowledge Base, can also be integrated into the Providence website, allowing citizens to enter their service requests online 24 hours a day, seven days a week. Using the Knowledge Base, the City will be able to offer citizens a full-service self-help center online, one that will address the most frequently asked questions about each service request type.

"We already know that QAlert reduces calls to 911 and to department offices, as well as walk-in inquiries, and that allows city staff to more efficiently do their jobs," said LeBeau. "The knowledge base feature will serve to enhance those benefits."

About the City of Providence
The second-largest city in New England, Providence has a population of about 175,000, and is one of the fastest-growing cities in the Northeast. Since Mayor Cicilline took office in 2003, Providence has gained national recognition for modernizing City operations, reducing crime, expanding its commitment to the arts, establishing an after-school program for youth, creating a new environment for business investment, and improving service delivery to neighborhoods and residents.

About QScend Technologies, Inc.
QScend Technologies (http://www.qscend.com) is an industry leader in Web-based software solutions and services for municipalities. More than 2,200 QScend product users access the company's series of "Q" products for a variety of citizen service related functions, including website content management, electronic newsletter distribution, citizen service request management, and 311 call center functionality.

Located in Waterbury, Connecticut, QScend Technologies was the first company to relocate into the city's Information Technology Zone. The company also provides custom website design, application hosting, and e-mail solutions for its customers.

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ED DZITKO
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