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311-mobile-app-citizenengagement · 7 months ago

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How Does 311 CRM Software Work for Residents?

In an era where public expectations for government responsiveness have never been higher, modern��311 citizen relationship management software like the Civita App is essential for meeting and exceeding these demands. These solutions offer numerous benefits for residents, making the process of reporting issues and requesting services more efficient, transparent, and user-friendly.

An Intuitive Tool for Submitting Service Requests

Civita App provides residents with an intuitive tool to submit service requests. Gone are the days of navigating complicated forms or making multiple phone calls to report an issue. With the Civita App, residents can easily submit their requests through a user-friendly interface, ensuring that their concerns are promptly communicated to the relevant authorities. This ease of use encourages more residents to engage with their local government, leading to a more responsive and proactive community.

Transparency in the Request Management Process

Transparency is a key component of effective governance, and the Civita App excels in this area. Once a service request is submitted, residents can track its progress in real-time. They are kept informed about each stage of the process, from initial acknowledgment to final resolution. This level of transparency not only builds trust between residents and their local government but also ensures that requests are handled efficiently and effectively.

Guaranteed Follow-Up and Response

Direct Access to Leaders

Civita App also provides residents with direct access to their local leaders. This feature allows for more effective communication and enables residents to voice their concerns directly to those in charge. By facilitating this direct line of communication, the Civita App helps to bridge the gap between residents and their government, fostering a sense of community and collaboration. Residents can feel confident that their voices are being heard at the highest levels.

Accurate and Detailed Reporting

The benefit of the Civita App is the ability to report issues accurately and in detail. Residents can include photos and geotagged locations with their service requests, providing valuable context that helps city officials address the issues more effectively.

To experience these benefits, residents are encouraged to join our Civita App 311 Citizen Relationship Management and start using it for their service requests today. With the Civita App, improving local government responsiveness and community satisfaction is just a few taps away.

#311 Citizen Relationship Management #311 Citizen Relationship Management Software #Citizen Relationship Management App #311 CRM Software #311 CRM solutions #311 CRM #311 CRM mobile app

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prameet · 5 years ago

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Maximum Feasible Participation

An article by Arie Halachmi of Sun Yat-sen University in China and Marc Holzer of Rutgers University-Newark in the fall 2010 issue of the journal Public Administration Quarterly titled “Citizen Participation and Performance Measurement: Operationalizing Democracy Through Better Accountability” argues that technological advances make it easier for increased citizen participation in public administration and “makes the case for greater involvement of citizens in designing the collection, the analysis, the dissemination and in assuring the proper consumption of performance measurement data” (Halachmi & Holzer, 2010).

The article traces the idea of direct citizen participation in American public administration to the Economic Opportunity Act of 1964, which was a component of a package of legislation championed by President Lyndon B. Johnson as part of his War on Poverty. The Act required “the maximum feasible participation” of local communities in the development and public administrations of social programs aimed at curbing the root causes of poverty. Indeed, as Johnson said in a message to the Senate in March 1964, “These are not plans prepared in Washington and imposed upon hundreds of different situations. They are based on the fact that local citizens best understand their own problems and know best how to deal with those problems” ("Journal of the Senate of the United States of America", 1964, p. 153). Although the concept is decades old, Halachmi and Holzer argue that modern citizen participation programs need to increase community trust and participation by enacting accountability measures. “The use of performance measurements is one of the trends that are transforming governments around the world,” they write (Halachmi & Holzer, 2010, p. 382).

This idea of maximum feasible participation is the same concept that underpins the foundations of New York City community boards. In a previous review of an article by Neale Smith of the University of British Columbia titled “The Public Administrator as Collaborative Citizen: Three Conceptions,” I explored three potential theoretical bases for the existence of community boards – (1) critical theory, (2) pragmatism, and (3) the Aristotelian idea of active citizenship (Smith, 2010). Greater accountability and the use of performance measures tie into each of the three conceptions. Critical theorists seek to confront society’s constraining forces, including its bureaucratic structures, and “citizen participation that allows the public to ask questions and to select the measurement methodology can elevate such concerns and increase public confidence in the resulting report(s) on performance” (Halachmi & Holzer, 2010, p. 387). This methodology might not go far enough for critical theorists, but it’s still foundational. A pragmatist who believes in local, deliberative decision making would insist on open data (data and content that can be used and shared by anyone) so everyone has access to the same information. “Anyone involved in the decision-making – above or below, on the inside or on the outside – should have an open door to any relevant information,” Halachmi and Holzer argue. “Allowing information to circulate freely will help transparency while stimulating new problem-solving energies and ideas” (Halachmi & Holzer, 2010, p. 391). A believer of Aristotelian ethics would value the ability of citizen participation to “enhance public understanding of the reasons for an agency’s ability (or inability) to attain higher levels of effectiveness, efficiency, legitimacy” and to establish “government accountability, and thus trust, in the public’s eye” (Halachmi & Holzer, 2010, p. 385).

New York City is already taking steps in the direction of greater accountability and increased transparency in performance data. Through NYC Open Data, the City seeks “to engage New Yorkers in the information that is produced and used by City government” ("NYC Open Data"). Open Data includes everything from crime statistics through CompStat to traffic data through TrafficStat to the Street Tree Map through NYC Parks’ 2015 TreesCount! street tree census. Community boards can also utilize modern technological solutions to increase accountability and transparency. One idea is to modernize constituent services through a digital customer relationship management (CRM) tool to track constituent questions and requests. As Salesforce, the top CRM software company puts it, “The main goal of customer relationship management is to manage a business’ relationship with its customers. In a government setting, the same principles are easily applied, but the customers in question are all citizens of a city, state, or the country. As such, CRM platforms are incredibly useful in helping government agencies to connect with their citizens” (Salesforce). This constituent request data, once digitized, can be collated to better inform community boards’ annual budget priorities so they are based on actual constituent needs instead of anecdotal requests from board members. Civic organization BetaNYC is already taking steps to create these kinds of tools, including CBDB (a community board CRM solution), BoardStat (a tool to leverage NYC 311 service request data), and BoardTrack (a community board attendance tracking tool) (BetaNYC).

Even though the idea of maximum feasible participation first gained ground more than a half century ago, we are still grappling with some of the same issues it faced at its inception. As Halachmi and Holzer wrote, “citizen participation has come a long way since Moynihan (1969) expressed concern about the absence of the poor and minorities in the political process,” but the poor and minorities are still woefully underrepresented in the community board process. Queens community boards do not currently represent the demographic diversity of Queens. In a July 2018 NYC Charter Revision Commission public hearing, I argued that, to help make community boards look more like their communities, we need to establish term limits ("2018 Charter Revision - 7/26/18 - Queens"). Without community boards that are diverse, embracing members, and truly inviting interactions with the residents, boards risk becoming insular and ineffective. In an article in The City earlier this year, I argued that the demographics of Queens Community Board 6 have changed significantly over the past few decades, but these shifts haven’t yet been reflected in our community board and in our local political representation (Smith & Choi, 2020). The white majority population of CB6 has declined in share by 12.6% between the 2000 and 2010 Censuses, and Asian and Hispanic populations have gained share by 19.1% and 17.4% respectively. But members of CB6 are poor demographic representatives of the community at large, with the board over-representing white people and under-representing Asian and Hispanic people (VlissingenVan, 2018). This discrepancy exists even though the City Charter mandates that “in making such [community board] appointments, the borough president shall consider whether the aggregate of appointments fairly represents all segments of the community” ("About Community Boards - In the City Charter").

If our community boards are truly rooted in a pragmatic tradition, and if we do truly value accountability and transparency, we need to do better. As Halachmi and Holzer wrote, “Better representation of all elements of society in the decision making process was promoted as a higher level of democracy. But as pointed out here, participation contributes to transparency, which is another important attribute of democracy in general and accountability in particular” (Halachmi & Holzer, 2010, p. 393).

References

2018 Charter Revision - 7/26/18 - Queens, 2018 Charter Revision - 7/26/18 - Queens (2018). Retrieved from https://www1.nyc.gov/assets/charter/downloads/pdf/07_26_18_CharterRevision_Hearing.pdf

BetaNYC. (n.d.). Products. Retrieved April 6, 2020, from https://beta.nyc/products/

Halachmi, A., & Holzer, M. (2010). Citizen Participation and Performance Measurement: Operationalizing Democracy through Better Accountability. Public Administration Quarterly, 34(3), 378–399.

Journal of the Senate of the United States of America, Journal of the Senate of the United States of America (1964). Washington. Retrieved from https://books.google.com/books?id=fR04Gr9U31YC&pg=PA153&lpg=PA153

NYC Open Data. (n.d.). Retrieved April 6, 2020, from https://opendata.cityofnewyork.us/overview/

Queens Community Board 3. (n.d.). About Community Boards - In the City Charter. Retrieved April 6, 2020, from http://www.cb3qn.nyc.gov/1655

Salesforce. (n.d.). How CRM Can Help Bring Government Technology Into the 21st Century. Retrieved April 6, 2020, from https://www.salesforce.com/solutions/industries/government/resources/crm-helping-government-technology/

Smith, N. (2010). The Public Administrator as Collaborative Citizen: Three Conceptions. Public Administration Quarterly, 34(2), 238–261.

Smith, R. H., & Choi, A. (2020, January 29). Does Your Community Board Reflect You and Your Neighbors? Find out. THE CITY. Retrieved from https://thecity.nyc/2020/01/does-your-community-board-reflect-you-and-your-neighbors.html

VlissingenVan. (2018, August 31). Twitter. Retrieved April 6, 2020, from https://twitter.com/VlissingenVan/status/1035581909512925184

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hawkinsitsolutions · 6 years ago

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Modernise Your Phone System with 3CX and Save Money!

What is 3CX

3CX is an advanced software based phone system that is easily customisable to suit your individual needs. Work from the office at home or on the road with one convenient easy to use phone or have one phone at each location. You can even run multiple offices from the one system, no need to buy multiple phone systems.

3CX can cut your annual phone system maintenance costs by up to 75% and your monthly phone bills by up to 80%. Below we will go in to more details on how this revolutionary phone system can streamline your business and cut your operating costs. On average 3CX pays for itself in as little as 6 Months.

3CX is so flexible you can run the system on your own server and network, or in the cloud. No complicated licensing, it’s the same no matter where you choose to run the system.

Something For Nothing

Not sure if 3CX is for you, in most cases the 3CX software and server hosting is available free for up to 1 year. Not to mention all the other great free features that other phone systems charge a fortune for.

Features

Free for unlimited extensions

Free video conferencing

Complete phone system for Small Businesses

Up to 8 Simultaneous Calls free

Easy to manage yourself

Up to 1 year of free PBX hosting

Never miss a call with free Android and iOS Apps.

Unified Communications with Call, Chat and Presence

Click2Call CRM Intgration

Integrated Call Recording

Digital Receptionist and Call Queuing

Fax to Email

There are three licensing options available Standard, Pro and Enterprise. Choose the best solution for your business. No add-ons, expansion modules or additional licensing considerations. Three simple plans, one powerful communications system.

Cost Comparisons

Most phone systems charge you for the number of extensions or hand sets you want to use, with 70 extensions at $25 per extension per month this can cost $1750 just to have the phone sitting on a desk not necessarily being used. 3CX does not charge for extensions, you can have 1000+ extensions and not pay any extra, you only pay for the number of simultaneous calls you want to be able to make bringing the cost way lower, with 32 active calls costing as little as $110* per month.

Below is a more detailed comparison from 3CX which further explains the cost savings.

* Pricing obtained from 3CX an ma have changed since this article was published.

What SIP Phones can I use with 3CX?

Don’t want to buy new phones to go with your new phone system, you may not have to. Below you can find a list of phones currently compatible with 3CX, these can easily be moved from your current system to 3CX. Alternatively you can use the Windows, Mac Android and iOS clients until you are ready to buy new phones.

Supported IP Phones

3CX App for (Windows | Android | iPhone | Mac)

Fanvil C Series: C400-V2.0, C600-V2.0

Fanvil H Series: H2S, H3, H5

Fanvil X Series: X2/X2P, X3, X3S/G, X4/X4G, X5S, X6-1.2

Grandstream GXP16 Series: 1610, 1615, 1620, 1625, 1628, 1630

Grandstream GXP17 Series: 1760, 1760W, 1780, 1782

Grandstream GXP21 Series: 2130, 2135, 2140, 2160, 2170

Htek UC8 Series: UC802, UC803, UC804, UC806, UC840, UC842, UC860, UC862

Htek UC9 Series: UC902, UC903, UC912, UC923, UC924, UC926

snom D1 Series: D120

snom D3 Series: D305, D315, D345, D375, D385

snom 7/D7 Series: 710/D710, D712, 715/D715, D725, D745, D765, D785

Yealink T1 Series: T19(P) E2

Yealink T2 Series: T21(P) E2, T23P/G, T27G, T29G

Yealink T4 Series: T40G, T40P, T41P, T41S, T42G, T42S, T46G, T46S, T48G, T48S

Yealink T5 Series: T52S, T54S, T56A, T58A/V

Legacy (Limited Feature Set & Support)

Avaya 9601, 9608G, 9611G, 9621G and 9641G

Cisco SPA Series: 302, 303, 501G, 502G, 504G, 508G, 509G, 512G, 514G, 525G/G2

Grandstream GXP11 Series: 1160, 1165

Grandstream GXP14 Series: 1400, 1405, 1450

Polycom VVX Series: 101, 201, 300, 301, 310, 311, 400, 401, 410, 411, 500, 501, 600, 601

End of Life (Firmware & Support Ended)

Aastra 67i Series: 6730i, 6731i, 6739i, 6751i, 6753i, 6755i, 6757i

Cisco 7900 Series: 7940, 7941, 7960, 7961

Fanvil C Series: C400-V1.0, C600-V1.0

Grandstream GXP Series: 2100, 2110, 2120, 2124

Polycom SoundPoint 301, 501, 600, 601, 4000

Polycom SoundPoint 320, 330

Polycom SoundPoint 321, 331, 335, 450, 550, 560, 650, 670

snom 3 Series: 300, 320, 360, 370

snom 7/D7 Series: 720, 760

snom 8 Series: 820, 821, 870

Yealink T1 Series: T19P

Yealink T2 Series: T20P, T21P, T22P, T26P, T27P, T28P

Yealink T3 Series: T32G, T38G

Yealink VP530

Supported DECT Phones

snom M Series: M300, M700 Dect Base (M300 Handset, M700 Handset)

Yealink DECT Series: W52P, W56P, W60P (Handset: W52H, W53H, W56H)

Legacy DECT (Limited Feature Set & Support)

Gigaset DECT Series: N510 IP PRO, N720 Manager (N510 Handset, N720 Handset)

Supported Conference Phones

Polycom SoundStation 5000, 6000, 7000

snom MeetingPoint

Yealink CP860, CP920, CP960

Supported Infrastructure Devices (Doorphones/ PA Systems/ Intercom)

Alphatech

Cyberdata

Fanvil i20, i21/i21T

snom PA1 – Public Announcement System

For a full list of features and detailed explanations check out the 3CX Phone System Brochure

Want to save money?

The post Modernise Your Phone System with 3CX and Save Money! appeared first on Hawkins IT Solutions.

http://bit.ly/2RhMZW1

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un-enfant-immature · 7 years ago

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Vonage acquires cloud-based contact center startup NewVoiceMedia for $350M in cash

More consolidation is afoot in the world of cloud-based voice services. Today, Vonage — once a VoIP pioneer that today offers cloud-based unified communications and other IP services in the business market — announced that it would acquire NewVoiceMedia, a UK startup that builds cloud-based contact center solutions, for $350 million in cash.

Vonage says the price represents 3.8 times NewVoiceMedia’s projected 2019 revenue. But it isn’t a stellar exit for the startup, which has been around since 1998 and was last valued at upwards of $311 million, according to Pitchbook data. That was over two years ago, and we’d heard the valuation was actually closer to $500 million at the time. Its investors included Bessemer Venture Partners, Technology Crossover Ventures, Salesforce Ventures and more.

On the other hand, the deal will help Vonage increase the services it provides, and thus the margins it makes, in a wider suite of value-added IP services — which today include office phone systems, marketing automation and an existing call center solution, as well as MPLS and other IP services. Specifically, it gives it the platform to integrate also more deeply with other software providers like Salesforce, an important part of how Vonage sells its services to would be customers.

“We are thrilled to announce the acquisition of NewVoiceMedia, which represents a major step forward in the realization of our strategic vision to deliver a differentiated, fully-programmable communications solution that drives more meaningful customer interactions and better outcomes for businesses,” said Vonage CEO Alan Masarek, in a statement. “This acquisition accelerates Vonage’s growth strategy and leadership position in cloud communications, strengthens our presence with global mid-market and enterprise clients, and deepens our integrations and key go-to-market relationships with CRM providers, especially Salesforce.com.”

Vonage is today a $3.2 billion company traded publicly on the NYSE, and its stock is up slightly in trading today.

Vonage claims NewVoiceMedia is the largest privately-owned, pure-play, cloud contact center company globally, with some 700 customers mostly in the mid- to large-enterprise range, including Adobe, Siemens, Time Inc., FundingCircle, and Rapid7.

Dennis Fois, the CEO of NewVoiceMedia, will stay on and continue to lead NewVoiceMedia business, which has 400 employees today. “Vonage and NewVoiceMedia share a powerful vision to serve businesses with cloud communications that connect employees and enable personalized conversations with their customers and prospects,” Fois said in a statement. “Together, we can help businesses create richer experiences through a state-of-the-art, global, programmable cloud communication platform.”

Vonage said it would finance this deal through a combination of existing revolver capacity, cash on hand and cash on the balance sheet of NewVoiceMedia. The transaction is expected to close in the fourth quarter of 2018, subject to standard regulatory review and customary closing conditions.

#TechCrunch

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endenogatai · 7 years ago

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Vonage acquires cloud-based contact center startup NewVoiceMedia for $350M in cash

Vonage is today a $3.2 billion company traded publicly on the NYSE, and its stock is up slightly in trading today.

from RSSMix.com Mix ID 8204425 https://ift.tt/2De9wMQ via IFTTT

#IFTTT #RSSMix.com Mix ID 8204425

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lovefamouspatrolcollectorme-blog · 7 years ago

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5 Components To Take into account In Assessing Your Inbound Call Middle Software program

As a result of we provide digital call middle software, we work with quite a lot of customers which can be both in or have an interest in the call center business. To make it doable, all our companies are tailored to fulfill the precise wants of each consumer and the business they are working in. From worker recruitment to service provision, we offer first-price nearshoring services with an outstanding value-efficiency ratio. Parrot inbound name-middle software may also help your company grasp many of those features of the call-middle dynamic. Any enterprise that recurrently interacts with prospects can benefit from name middle solutions, and the reality is, each company can use slightly extra efficiency. Working carefully with the city's Department of Data Expertise and Telecommunication (DoITT) and the Mayor's Office of Operations, Accenture led a number of teams to efficiently build and launch the new Customer Service Heart and 311 hotline. A call middle can provide options here as well, either by funneling the client to the appropriate division, or by taking the client's order and their info with out getting the enterprise involved. The results of the current examine contribute to the prevailing literature on emotional labor and affective discomfort in service occupations, particularly in name center work. That is why more firms are turning to outbound name middle companies at TeleDirect to develop sales and supply better customer service groups. For misplaced outbound calls, the "agent" field shall be displayed. Inbound call facilities know that customer name quantity can differ broadly. For about 12 years, our company has been offering multilingual customer services globally and creating custom-made solutions to resolve any issues associated to customer care.outbound call center training"/>

Options reminiscent of call recording, real-time call monitoring and whisper empower you to provide suggestions to agents immediately, whereas an interplay continues to be recent in their minds. Voicent's Inbound Contact Heart answer comprises all options of Call Heart Manager, Voicent CRM, IVR Studio, and Agent Dashboard. We can provide you with these companies on virtually each continent and in each language you require.

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311-mobile-app-citizenengagement · 9 months ago

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A Comprehensive Mobile 311 CRM Solution for Smart Cities

City management can be challenging, but the right tools can simplify operations and strengthen community engagement. The Civita App, a robust mobile 311 CRM solution, is designed to help city managers achieve these goals. From efficient work order management to accurate location reporting, Civita App offers a range of features to streamline operations, save resources, and improve citizen satisfaction.

Seamless Work Order Management

Effective work order management is important for city operations, and the Civita App excels in this area. The app seamlessly integrates with existing systems, making it easy to track and manage tasks. Whether it's responding to service requests, scheduling maintenance, or managing city projects, Civita App ensures that work orders are handled efficiently. By centralizing task management, city officials can gain a clear overview of ongoing activities, prioritize tasks, and allocate resources more effectively.

Geo-Fencing for Targeted Communication

One of the standout features of the Civita App is its geo-fencing capability. This technology allows city officials to define specific geographical boundaries and send targeted notifications to citizens within those areas. For instance, if a road closure is planned or a public event is taking place, relevant notifications can be sent to residents in the affected area. This targeted communication ensures that citizens receive timely and relevant information, enhancing their awareness and engagement. Geo-fencing can also be used to promote local events or provide alerts during emergencies, making it a versatile tool for city management.

Geotagging for Accurate Location Reporting

Accurate location reporting is crucial for effective city management, and the Civita App's geotagging feature delivers just that. Geotagging allows city workers to attach location data to specific tasks or incidents. This means that when a service request is made, the exact location is logged, ensuring that the response team knows precisely where to go. This feature not only saves time but also optimizes resource allocation by reducing the need for guesswork or manual location tracking. Geotagging also facilitates better record-keeping and data analysis, helping city managers identify patterns and address recurring issues more effectively.

Optimizing Resource Allocation

Efficient resource allocation is essential for any city, and the Civita App provides the tools needed to achieve this. By centralizing work order management and providing accurate location data, the app helps city officials make informed decisions about where to allocate resources. This leads to more efficient operations, reduced costs, and improved service delivery. For example, if multiple service requests are received from the same area, city managers can deploy teams strategically to address the issues in one visit, saving time and effort.

#work order management #311 CRM software #mobile 311 CRM solution #311 CRM #service requests

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