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.
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 Public Works Services. Water outages, Hydrant issues, Water Connections, Water & Sewer Locates, and Sewer Backups. The pilot has been expanded to include 18 services. In the future, we will have a permanent CRM solution that will be available to all Divisions.
During the pilot, citizens who submit issues on these 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 Transportation & Utilities 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.
New Online Service Page Developed
On May 25, Service Saskatoon launched a new page on saskatoon.ca to provide easier access for citizens to all of the City’s online services.
The new online services page was developed and tested with input from the Citizen Advisory Panel. Citizen input is a significant component of the Service Saskatoon model for engaging citizens to design and deliver our services.
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.
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. After offering some data online since 2013, the City is now preparing to move into a second, expanded phase of the program.
- 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!
- Our community engagement project will provide insight into what the community’s priorities are for engaging with government using this program. We anticipate that the needs of our primary audience will be diverse and that a one-size-fits-all approach (particularly an overly technical focus) will not yield the desired results in terms of the return on investment.
- A summary report and recommendations will be going to City Council this September.
Enterprise Resource Planning (ERP) System
- MNP has been contracted to complete functional requirements, deployment options, and a market-ready Request for Proposal to acquire an implementation partner for an ERP System.
Time Sheet Mobile App
- The Finance Division launched a mobile app in June that allows employees to enter their daily time worked on their phones or other mobile devices via the internet, to replace the Online Time Sheet Entry (TSE) System. The recent upgrade adds functionality and resolves some of the prior problems with the old system. The TSE System was developed and implemented jointly by Transportation & Utilities (Business Administration) external consultant Donna Davis and Corporate Performance (Information Technology). It is used by Transportation & Utilities, Parks, and Facilities to record and approve time worked online.