PSR Steps To a Successful Implementation

If you are considering implementing PSR, you may wish to select an appropriate Department to be used as a “test-case” for up to 90 days. Please contact us to find out if you qualify for this free trial. The following next steps are strongly recommended:

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1. Get in touch with existing PSR Clients to discuss their experience with our products and services.
2. Pick an appropriate Department that can instantly benefit from enhanced Customer Service, streamlined Service Delivery and improved internal communications.
3. Choose a Departmental coordinator with good knowledge of existing processes, and the respect of departmental Staff. Where possible, this should NOT be an IT person unless they have close, frequent liaison with departmental Staff.
4. Departmental Coordinator to work with PSR Support Staff to configure the system for initial use. Training takes about 4 hours. Elapsed time two weeks. Tasks include:
   • PSR to understand departmental processes and priorities.
   • Work with Senior Management to decide on rollout “marketing” to the Public (and Staff), and establish success criteria.
   • Involve elected officials at the earliest opportunity.
   • Users Setup, with roles and responsibilities.
   • Sub-department setup (e,g, If Public Works is selected, then sub-departments might include Roads, Parks, Fleet, Forestry, Water/Wastewater, Lighting.)
   • Configure Service Types and related responsibility.
   • Liaise with website coordinator to insert web widget(s) on selected pages, and configure.
   • Review readiness with Senior Management and get go ahead to go live for trial period.
   • Train Users (online or onsite). Approximately 1 hour per category of User (Management, Supervisor, Coordinator, Field Staff).
   • Configure branding of Mobile App.
   • Go live, and closely monitor for trial period.
5. Two weeks before end of trial, assess success and decide whether to proceed to a full rollout.

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After successful completion of the trial period, and after contracts are agreed and signed:

1. Select additional Departments (ideally ALL Departments).
2. Introduce the system to Senior Management in the new Departments.
3. Select and train departmental coordinators, using the original Departmental Coordinator as the senior advisor.
4. Repeat the Trial program steps.
5. Go Live. Reinforce Management commitment. Reinforce management commitment.

SUCCESS !