AvePoint Accelerates Government Case Management with Citizen Services

Built on Microsoft Cloud technology, the new AvePoint solution modernizes government administration and allows agencies to optimize responses today, while planning better for tomorrow

Barcelona, Spain — November 14, 2016 — From the halls of Smart City World Congress 2016, AvePoint, the Microsoft Cloud expert, today announces the general availability of AvePoint Citizen Services. Built on the latest Microsoft Cloud technologies – including Azure Machine Learning, Cortana Intelligence Suite, Dynamics 365, Power BI, and Windows 10 – AvePoint Citizen Services is a Software as a Services (SaaS) platform created to help cities transform the services and information provided to citizens across multiple access channels.

With Citizen Services, government agencies or citizen-support non-government organizations (NGOs) now have the ability to automate case management and incident reporting. Field officers, operational centers, and the citizens they support can input and manage requests from any device, anywhere, at any time.

Citizen Services offers a centralized portal to submit and respond to requests, streamlined case routing, and monitoring of service level agreements and establishment of long-term planning. Benefits to each individual include:

Citizens: Residents can self-register, submit requests, view the status of open cases, read announcements, follow social media feeds, and search a knowledge base repository for information used to resolve issues quickly – all through a centralized portal without the need for agent assistance. To further simplify submissions, photo attachments and location services can be included via integrated mobile devices to help validate requests and drive service improvement.

Response Management Team: Response teams are provided a direct channel with a streamlined user experience for appropriate routing and handling of inbound requests from a single interface. They can also ensure all incoming calls are logged and tracked with automated phone activity logging, as well as built-in scripts or questionnaires. The Citizen Services interface helps the team resource requests and track progress by viewing key metrics – including request status, type, and location.

Field Response Team: Field teams can view assigned tasks based on location, request type, or urgency, and then respond to these requests by utilizing integrated location services and mapping via mobile devices. Individuals can then log response activity into mobile devices to close out and annotate cases – with photos, video, and audio – in real time.

Agency Management Team: Management can review key metrics and data trends over time – including incoming request types, request locations, and average response times – to enhance planning, resourcing, and improve citizen satisfaction ratings. Government agencies become proactive by integrating with modern technologies like the Internet of Things (IoT) and predictive analytics to spot issues before citizens even encounter them.

“Modern government agencies have come to realize that they need to shift their processes and embrace digital transformation to fit the needs and lifestyles of their constituents,” said Dux Raymond Sy, Chief Technology Officer, AvePoint Public Sector. “AvePoint Citizen Services provides agencies with the tools to respond to citizen concerns effectively, but also anticipate the needs of citizens before they ever notice an issue – reducing any unplanned downtime for vital government services.”

Visit AvePoint at Smart City World Congress 2016 for New SharePoint and Office 365 Solutions
As an exhibitor at Smart City World Congress 2016, AvePoint subject matter experts will be available at the Microsoft CityNext booth to discuss how agencies can accelerate digital transformation and showcase the latest solutions for the Microsoft Cloud. In addition to AvePoint Citizen Services, attendees can also receive live demonstrations of AvePoint’s solutions for migrating, managing, and protecting their Office 365 and SharePoint data in cloud, hybrid, and on-premises environments.

For more information on AvePoint Citizen Services, please visit AvePoint at the Microsoft CityNext booth or visit our website. For more information on Smart City World Congress, please visit the event website.

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