The Case Management Solution is an application that allows users to create, route, manage, track, and locate constituents or cases; including all modifications (updates and attachments associated with the case), and the status level. It also offers a security feature that limits issue visibility to specific users or departments. When an issue is entered in the CMS, it is time, date, and user stamped, and automatically routed to designated personnel. Designated personnel will receive the case in their 'My Issues' work file along with an email notification alerting them of the new case. In some instances, text messages can be recieved on their cell phone or pager, directly from the CMS, automatically notifying them of new or high priority cases in their work file.

Features at a glance

  • Collect, track and manage service requests, complaints, citations, and other public issues
  • Route incoming service requests automatically
  • Graphic mapping tool for service location
  • Wirelessly alert users (including off-site users) of new incoming issues
  • Automated email notifications
  • Designate which users and managers receive notification for incoming issues
  • Track the correspondence, response time and resolution to city services
  • Auto-generate warning and follow-up letters
  • Scan, upload and attach various file formats
  • User-defined complaints/services, status codes, and priority levels
  • Maintain vehicle and equipment inventory
  • Real time data and inventory updates
  • Capture and calculate equipment, parts, and material costs
  • Capture and calculate labor costs
  • Generate financial summaries
  • Generate reports

Every feature of the CMS is designed to enhance the city's day to day operations as well as, improve resource efficiency and delivery of services. Users can capture and calculate true costs for services specific to the nature of any department, allowing cities to streamline resources and adjust budget priorities accordingly. The CMS is giving cities a more tangible way to accurately forecast future spending, anticipate workloads, and justify budget planning.