AvePoint,
the Microsoft Cloud expert and 2016 Microsoft Partner of the Year
winner for Technology for Good, today announced the preview of AvePoint Citizen Services.
Built on the latest Microsoft Cloud technologies - including Azure
Machine Learning, Cortana Intelligence Suite, Dynamics CRM, Power BI,
and Windows 10 - AvePoint Citizen Services is a Software as a Services
(SaaS) platform created to help cities provide the highest level of
service and information to citizens across multiple access channels.
The solution is featured product on Microsoft AppSource,
Microsoft's new destination for business users to find and try out
line-of-business SaaS apps from Microsoft and its partners. At launch,
AppSource features more than 200 business SaaS apps, add-ins, and
content packs - all built on Microsoft Cloud services such as Azure and
Dynamics 365, are created to encourage innovation, increase
collaboration and ultimately achieve more with the power of intelligent
business apps.
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 provide precise
locations can be included via integrated mobile device services 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.
"The rapid evolution of technology in recent
years has changed both business operations and personal lives, and
citizens are expecting governments to keep up with these trends," said
Dr. Tianyi (TJ) Jiang, AvePoint Co-CEO and Co-Founder. "AvePoint Citizen
Services is built on the most innovative Microsoft Cloud technology to
not only provide governments with effective response processes, but to
anticipate the needs of citizens before they ever notice an issue -
reducing any unplanned downtime for common government services."
AvePoint Citizen Services is created on the
new Data Broker Platform, built to harness connectivity services for
SaaS applications. This allows organizations to integrate the Azure
Internet of Things (IoT) Suite and Cortana Intelligence Suite alongside
Office 365, Dynamics 365, and Power BI, to connect industrial data with
business processes and analytics.
AvePoint Citizen Services is available to try now through AppSource. For more information on the platform and product features, please visit our website.