What you can expect from us
- A new Customer Relationship Management system (called CRM) will be the technology centerpiece of the new Service Saskatoon model and will help us manage citizen requests and inquiries more effectively.
- For citizens, the service experience doesn't always end after they send an email or hang up the phone. They want to know about the progress we're making on a service request and when it has been resolved. Our work to develop the CRM will support this interaction into the future.
- We will streamline the information and systems our Customer Service Representatives use to serve citizens.
- We will work towards serving citizens as "One City" whether it's online, in person or over the phone.
How you can help us
- Make the time to try out our online services as we develop new ones, and let us know how you like them, and how we could improve them.
Last updated: Summer 2019
Customer Relationship Management System (CRM)
We've learned that success is achieved through tackling a CRM in manageable pieces – so we started a pilot project with 5 Utility Services. Water outages, Hydrant issues, Water Connections, Water & Sewer Locates, and Sewer Backups. The pilot was expanded to include 18 services. In the future, we will have a permanent CRM solution that will be available for all services.
During the pilot, citizens who submit issues on some services are receiving a tracking number. Citizens will be limited to following up on service status updates by phoning the Customer Service Centre.
In the short-term, we are re-purposing an existing software solution – similar to the “Report a Pothole” application. The temporary CRM is only available to Transportation & Utilities customer service staff to start.
We want to thank the customer service team. Let’s face it – being first can be a little stressful but we are all in this together and that is why it is a pilot. The services in the pilot project provide an opportunity to get started, and also an opportunity to learn what works and what can improve.
We are evaluating and collecting feedback from the customer service team to determine next steps, including the need for any additional resources as we add new services into the CRM.
In the long-term we will have a corporate-wide enterprise based CRM and not just a temporary solution. Our knowledge base will be centralized and it will contain complete and consistent information, and frequently asked questions for all types of inquiries. Citizens will also be able to track progress online once we move to a permanent CRM solution.
The Service Saskatoon team is excited about Fusion, a project to implement an Enterprise Resource Planning (ERP) system at the City. The ERP will support our work to build a future CRM system and will provide the foundation to ensure it can be used to its fullest ability.
New Online Service Page Developed
Complimentary Public WiFi in Civic Facilities
In 2015, a Request for an Expression of Interest and a Request for Proposal were issued for providing free public WiFi service in City of Saskatoon customer-serving facilities.
Shaw Communications was awarded the agreement and are providing complimentary WiFi at no cost to the City in transit terminals, recreation and sport facilities, and City Hall.
This complimentary WiFi project is helping us leverage technology and emerging trends to reach our goal to provide great citizen experiences by providing access to the internet.
Watch our video on complimentary WiFi
- Like many Canadian municipalities, Saskatoon is becoming involved in the open data movement and are actively engaged with interested parties in providing information and data files using a web-based open data catalogue.
- Interested parties can browse the catalogue and download information and data files in a way that allows them to easily view the information or develop a mobile application using the information and data files provided.
- In 2016 the City of Saskatoon is working to introduce new data sets into the open data catalogue, including real time bus data from Saskatoon Transit.
- Service Saskatoon has submitted a request to City Council in the 2019 business plan and budget process requesting a permanent operating budget for an open data program.
Open Data Community Engagement
- If you're new to the idea of open data, it's not just for app developers and data scientists. Open data can benefit everyone in the community.
- Open data programs are about offering public data in a way that is accessible and usable for citizens, businesses and community organizations. When you add open data to the creative talent in our community, the potential for innovation is very exciting!
- In 2017, Service Saskatoon conducted a community engagement project to help provide insight into what the community’s priorities are for engaging with government using open data.
- A summary report and recommendations were presented to the Standing Policy Committee on Environment, Utilities and Corporate Services in September, 2017.
Fusion (Enterprise Resource Planning) System
- Following the lead of other complex organizations and municipalities, the City began exploring an enterprise resource planning (ERP) system in 2016.
- The city undertook an extensive procurement and preparation process, including a comprehensive requirements gathering and request for proposals (RFP), to ensure the City gets an ERP system that fits our needs.
- On June 24, 2019, City Council approved the final funding required to move the Fusion project forward and, pending final negotiations with PwC and SAP, implementation will begin in September 2019.
- Once the core ERP functionality is in place, Service Saskatoon will be able to implement a CRM to provide citizens with a 311-type experience.
- What does this mean for citizens? In the future, you can contact Service Saskatoon and our systems will automatically execute the actions required and close the loop by providing information back to the citizen.