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Citizen-Centric

No Hassle Citizen-Centric Customer Service

Public perspective:

• Single point of contact for anyone, any browser, anywhere in the world.
• Simplicity each step of the process for the Public AND for Service Provider Users.
• Eliminate the problems of locating the right person in the right Service Provider.
• Automatic feedback from the Service Provider as each Request is processed.
• No advertising, no pestering emails, just focused on efficient Service Delivery.
• Total information security.
• Service Requests are never shared publicly.

• Immediate delivery of each Service Request to the responsible Staff person.
• Eliminate repetitive manual Service Request processing steps.
• Supervisor control, monitoring and assignment of work.
• Work-face Staff use the system as their daily/weekly work list with all related information at their fingertips
• Duplicate Service Request management.
• Full user-selectable visual (map-based) analytics with drill-down.
• Shared-services management across multiple related Service Providers (e.g. Upper/Lower Tier government agencies, Utilities, Animal Welfare agencies).
• User selectable multiple “Actions” to manage Service Requests, with ability to:
  • Set Action scheduled date/time, with completion acknowledgement.
  • Arrange meetings
  • Send/receive documents such as forms, by-laws
  • Keep references to P.O.s, Invoices, Licenses, By-Law Enforcement tickets etc.
  • Results of tests (e.g. water quality), surveys, checklists
• Printable Work Orders (pdf) to capture resources consumed, equipment and tools used, and crew/individual timesheet data.
• Dynamic Council and Executive summary reports of:
  • Activity and service level compliance by sub-department, department, division, Service Provider (including related Service Providers).
  • “Top Ten” Service Categories and Types
  • Reports supported by maps where applicable.

All-platforms

Cloud-based, all-platform browser App

• Running on extensible commercial cloud servers, mirrored in different global time zones, and three distinct geopolitical areas, together with an enterprise DNS service pinging for failover, our network can guarantee as close as possible to 100% uptime.
• All our web based software is hosted on our own servers meaning zero cost for hosting hardware and compatibility with most office computers without the need for hardware upgrades. As our programmes run in modern browsers, there is never a need to install anything extra other than a PDF reader.
• Our public interface is built for cross compatability with all modern browsers including desktops, laptops, tablets and smartphones.
• It couldn't be simpler!

Multilayered Security

Multilayered Security, with failover protection

Our servers use 256 bit Transport Layer Security (TLS 1.2) to encrypt browser server transactions and are free from the likes of the BEAST server vunerability.

Technical/Regulatory
With the varied nature of the data being requested and the legislative requirements for protection of Public Agency data that is supplied by individuals, businesses and other organizations, PSR has implemented the following technical features:

• Our servers use 256 bit Transport Layer Security (TLS 1.2) to encrypt browser server transactions
• While monitoring and interacting with the data page to page, communications are further encrypted which means that SQL injection is not possible nor is post and get masquerading, therefore it is not possible for the data to be corrupted, stolen or shared. Our solution providing this level of security is unique.
• All the data is backed up into 3 secure places spread around the globe several times daily and is mirrored by servers that are geographically disparate.
• We use an industry leading DNS service provider testing for server failures and ready to automatically provide failover DNS routing to one of our mirrors.

Unlike our competitors in this sector, this extraordinarily high level of security is unique, and when combined with our availability profile, provides our Public Sector and related Service Providers with a higher level of peace-of-mind.

Secure User Functions
Additional functional User security highlights include:

• Keeping Public User contact information (email address) private from Service Providers. Public Users and Service Provider Staff communicate through the PSR system. This protects all Users from infringement-of-privacy issues.
• The primary goal of the system, from the Service Providers’ perspective, is to reduce operational bottlenecks, while improving Customer Service and lowering costs. Unlike competitors’ systems in the sector, Service Requests cannot be accessed by anyone (other than the initiator) who is not a registered User of the system. PSR does not encourage “piling-on” by asking others to reinforce specific issues, since this often results in Service Providers feeling coerced into changing priorities and reducing the efficiency of overall Service Delivery.

Dashboard Stats

Dynamic Graphic Usage and Compliance Statistics

Maps

• Senior Executive Overview

• Departmental Overview

Statistics

• Rating relative Performance between Departments
• Overall

• Service Level Compliance (Red)

• Rating relative Staff Performance within a Department
• Overall

• Service Level Compliance (Red)

Comprehensive Tools

Comprehensive Service Provider Tools

Senior Management

• Dashboard, map-based controls by Department
• Graphic, dynamic Council reports
• Service level compliance analysis
• Staff productivity analysis
• Operational priority analysis
• Activity history and audit trail for liability mitigation
• Planning and budgeting support
• Reduced service delivery costs

• Quickly submit service and information requests automatically
• Track issues to completion, with status changes
• Graphical service request trend analysis
• Graphic, dynamic Council reports
• Reduce repetitive, unnecessary calls and requests
• Happier, more engaged Constituents and businesses

• Dashboard, map-based controls by Supervisor
• Supervisor performance analysis
• Staff productivity analysis
• Seasonal workload analysis
• Operational priority analysis
• Automatic real-time status updates
• Planning and budgeting support
• Improved work scheduling and routing

• Daily Staff work assignments
• Staff productivity analysis
• Operational priority analysis
• Close supervision on all service requests
• Communication direct with the service request initiator as required
• Automatic real-time status updates
• Work order facility
• Work forward-scheduling by date and time
• Support for all (browser-enabled) mobile devices in the field

• Daily Staff work assignments
• Close supervision on all service requests
• Support for all (browser-enabled) mobile devices in the field
• Rich information on service request including pictures and notes
• Automatic real-time status updates

• Enables efficient task allocation based on geo-spatial functionality
• Rich information on service request including pictures and notes
• Communication direct with all stakeholders related with service requests
• Communication with management on performance
• Support for all (browser-enabled) mobile devices in the field

• Incident management functionality
• Staff productivity analysis
• Facilitates IT Service Measurement, Service Assessment & Analysis
• Enables Service Level Measurement and Improvement Planning
• Support ITIL Principles and Best Practice

Regional Network

Regional Cooperation Network Model

• Ability to route service requests to the Service Provider organization who has responsibility for it
• Collaboration between partner Service Providers in cross-regional initiatives e.g. TreeOCode, Humane Society
• Facilitates communication between Service Providers in overlapping geographic territories such as Counties / Regions, Townships, States / Provinces
• Enables benchmarking and comparison of service quality between Service Providers
• Eliminates constant transcription and forwarding of Service Requests from the Public who often don't know who is responsible
• Eliminates the habitual "run-around" that the Public feel they are often getting. The proverbial "black-hole"
• Opens a permanent communications link between the Service Request Initiator and the responsible Service Provider to provide much needed automatic feedback at every stage, again reducing Public frustration.

Web Widgets

Configurable Embedded Web Widgets

• Enables embedding of web widget anywhere in service provider’s web estate
• Instantly provides Service Request portal on any website page
• Choice of overlay or new tab so as not to leave Service provider's page
• Ability to configure
• widget size
• Optional wrap-around text displayed
• service categories to display only relevant services per widget
• Promotes service request submission channel to relevant stakeholders

Example of Client's custom web widget