1. Service Request Tracking System
Presenters: Kevin Lajoie
Denis Lalonde
John St. Marseille

2. Presentation Overview
Service Request Tracking (SRT) System objectives
History/Justification
Custom In-house Developed Solution
Demo
Next Steps
BEFORE

3. SRT Objectives
In-house, user-friendly, no-cost, and fully customizable solution
One window, uniform approach
Catalogue and document Councillor requests
Improved efficiency and response times
More timely feedback
Location based
Inform our asset inventory + level of service
Addresses strategic planning aspects
Innovation
Customer service complaint tracking
Mobile based app
BEFORE

4. History and Justification
Consolidate multiple forms of requests (ex. phone, social media, by Councillor)
Avoid duplication
Improve response time, ensure all requests are captured
Screening request and proper department assignment
Strategic Plan element and Council request
Pilot test with Engineering and Municipal Works (1 year)
BEFORE

5. SRT Flowchart 1 2 3 Service request initiated Service request
created by
admin
SR directed to appropriate department
Information added to asset management inventory (level of service review) 5
Once addressed by admin, details and notification sent 4
Notification of SR case# creation
Council can view progress and details via SRT link
Option to alert Councillors
BEFORE

6. Custom SRT Solution
BEFORE

7. Next Steps Introduce to Council and offer SRT support
Mobile-based access for Council
Introduce and demonstrate to all departments
Seek feedback for continued improvement of application
Investigate public access (Ping Street, Web site, etc)
Dedicated corporate resource
Investigate generation of work orders
Track data, improve gaps in level of service
BEFORE

8. Thank You. Questions?