Case/ Incident Management

Empower your municipality with a robust and efficient solution that revolutionizes how cases and incidents are managed. Our Case and Incident Management System, built using Power Apps, Power Automate, and SharePoint, is specifically designed to streamline and optimize the entire process, from logging to resolution, across all departments. With this system in place, you’ll have complete visibility and control over all issues within the municipality, ensuring timely and effective responses to citizen concerns.

Key Features:

1. Comprehensive Logging of Cases and Incidents: Our system allows for the logging of any issue across all departments, ranging from electricity outages and water leaks to billing queries, informal trader permits, building plan submissions, and business license applications. The customizable form captures essential details based on service categories, municipal account associations, and more, ensuring accurate and comprehensive information is captured from the start.
2. End-to-End Management: Seamlessly manage cases and incidents from the moment they are logged until resolution. Our system enables users to update the status of requests at each step of the process, facilitating transparency and collaboration. From re-assignments and escalations to geo-location verification and beyond, our system ensures that nothing falls through the cracks and issues are addressed promptly.
3. Effortless Reporting: Extracting case or incident history and generating insightful reports is a breeze with our system. Easily filter cases and incidents by category, service type, or any other relevant parameters, allowing you to gain valuable insights into trends, performance metrics, and resource allocation. These reports provide actionable information for informed decision-making and process improvement.
4. Flexible Process Customization: Each incident type within the municipality can have its own unique workflow. Our system offers complete flexibility in defining processes for each service, including custom escalation rules, automatic assignments, and other tailored settings. This ensures that every department can handle incidents according to their specific requirements, streamlining operations and optimizing efficiency.

Seamless Accessibility and User-Friendly Interface:

Our Case and Incident Management System is designed to be device-agnostic, delivering a seamless user experience across desktops, laptops, Android and iOS smartphones, and tablets. Regardless of the device your staff prefers, they can access and utilize the full functionality of our applications, ensuring productivity and collaboration from anywhere, at any time.

Furthermore, our system leverages the capabilities of Office 365 technologies, including SharePoint, Exchange, Teams, OneDrive, Planner, and more. By integrating these powerful tools, we provide your municipality with robust and rich modern workplace technologies that enhance collaboration, enable efficient task assignments, facilitate status updates, and streamline performance tracking. This integration ensures a unified and efficient digital workspace for your teams.

Cost-Effectiveness, Scalability, and Change Management:

Our approach is not only technologically advanced but also highly cost-effective. By leveraging the full capabilities of the Microsoft Cloud, including Office, Exchange, SharePoint, Teams, and others, our solution eliminates the need for additional software, hardware, or services. You can fully leverage the robustness and security of the Microsoft Cloud while optimizing your existing Microsoft investments, resulting in significant cost savings.

Our Case and Incident Management System is designed to scale and grow with your municipality’s evolving needs. As your requirements expand or change, our Power Apps can be extended and customized to meet your specific demands. With a wide range of connectors available, providing seamless integration with line of business systems, we ensure that your digital ecosystem remains robust, interconnected, and future-proof.

Moreover, our solution is supported by our Adoption and Change Management practice, aimed at helping organizations maximize the value of their Microsoft investments and accelerate their digital transformation journey. We work closely with you to ensure successful user adoption, training, and alignment of the technology with your business objectives.

Partner with us for Municipal Digital Transformation:

With a proven track record of building solutions utilizing Microsoft 365 and the Power Platform, we are your trusted partner for digital transformation. Our integrated systems, extensive connector library, and expertise in adoption and change management enable us to deliver tailored solutions that optimize your existing Microsoft investments and drive innovation across your municipality.

Join us on the path to a modern, connected, and efficient municipality. Contact us today for a personalized consultation and discover how our device-agnostic Case and Incident Management System can revolutionize collaboration, boost productivity, and accelerate your digital transformation journey. Together, we will create a future-ready municipality powered by the Microsoft Cloud.

Case and Incident Management System for Municipalities

Empower your municipality with a robust and efficient solution that revolutionizes how cases and incidents are managed. Our Case and Incident Management System, built using Power Apps, Power Automate, and SharePoint, is specifically designed to streamline and optimize the entire process, from logging to resolution, across all departments. With this system in place, you’ll have complete visibility and control over all issues within the municipality, ensuring timely and effective responses to citizen concerns.

Key Features:

1. Comprehensive Logging of Cases and Incidents: Our system allows for the logging of any issue across all departments, ranging from electricity outages and water leaks to billing queries, informal trader permits, building plan submissions, and business license applications. The customizable form captures essential details based on service categories, municipal account associations, and more, ensuring accurate and comprehensive information is captured from the start.
2. End-to-End Management: Seamlessly manage cases and incidents from the moment they are logged until resolution. Our system enables users to update the status of requests at each step of the process, facilitating transparency and collaboration. From re-assignments and escalations to geo-location verification and beyond, our system ensures that nothing falls through the cracks and issues are addressed promptly.
3. Effortless Reporting: Extracting case or incident history and generating insightful reports is a breeze with our system. Easily filter cases and incidents by category, service type, or any other relevant parameters, allowing you to gain valuable insights into trends, performance metrics, and resource allocation. These reports provide actionable information for informed decision-making and process improvement.
4. Flexible Process Customization: Each incident type within the municipality can have its own unique workflow. Our system offers complete flexibility in defining processes for each service, including custom escalation rules, automatic assignments, and other tailored settings. This ensures that every department can handle incidents according to their specific requirements, streamlining operations and optimizing efficiency.

Seamless Accessibility and User-Friendly Interface:

Our Case and Incident Management System is designed to be device-agnostic, delivering a seamless user experience across desktops, laptops, Android and iOS smartphones, and tablets. Regardless of the device your staff prefers, they can access and utilize the full functionality of our applications, ensuring productivity and collaboration from anywhere, at any time.

Furthermore, our system leverages the capabilities of Office 365 technologies, including SharePoint, Exchange, Teams, OneDrive, Planner, and more. By integrating these powerful tools, we provide your municipality with robust and rich modern workplace technologies that enhance collaboration, enable efficient task assignments, facilitate status updates, and streamline performance tracking. This integration ensures a unified and efficient digital workspace for your teams.

Cost-Effectiveness, Scalability, and Change Management:

Our approach is not only technologically advanced but also highly cost-effective. By leveraging the full capabilities of the Microsoft Cloud, including Office, Exchange, SharePoint, Teams, and others, our solution eliminates the need for additional software, hardware, or services. You can fully leverage the robustness and security of the Microsoft Cloud while optimizing your existing Microsoft investments, resulting in significant cost savings.

Our Case and Incident Management System is designed to scale and grow with your municipality’s evolving needs. As your requirements expand or change, our Power Apps can be extended and customized to meet your specific demands. With a wide range of connectors available, providing seamless integration with line of business systems, we ensure that your digital ecosystem remains robust, interconnected, and future-proof.

Moreover, our solution is supported by our Adoption and Change Management practice, aimed at helping organizations maximize the value of their Microsoft investments and accelerate their digital transformation journey. We work closely with you to ensure successful user adoption, training, and alignment of the technology with your business objectives.

Partner with us for Municipal Digital Transformation:

With a proven track record of building solutions utilizing Microsoft 365 and the Power Platform, we are your trusted partner for digital transformation. Our integrated systems, extensive connector library, and expertise in adoption and change management enable us to deliver tailored solutions that optimize your existing Microsoft investments and drive innovation across your municipality.

Join us on the path to a modern, connected, and efficient municipality. Contact us today for a personalized consultation and discover how our device-agnostic Case and Incident Management System can revolutionize collaboration, boost productivity, and accelerate your digital transformation journey. Together, we will create a future-ready municipality powered by the Microsoft Cloud.