[Leading Cork to take its place as a World Class City] __________________________________________________________________________________________________________________________
CRM / GIS Team The following was carried out by the CRM/ GIS Team together with the business areas during 2021:
• The corporate CRM, MS Dynamics service request management system was updated to allow streamlined case management. This enables consistency in customer interface delivery and unified case form to enable potential future development. This allowed specifically in 2021 for an easier new roll out of two projects, Long-Term Lease Housing Maintenance Solution developed on CRM and an updated and improved Roads Case management system. • A new online service request portal was created and delivered for elected members. This allows elected members to log service requests on behalf of constituents online on a new CRM portal, enhancing our cloud version of our CRM, Microsoft Dynamics. Each Elected member will have his/her own profile on a private and secure CRM portal allowing service request management and a single dynamic channel into Cork City Councils CRM service management system. Elected members service requests will be updated in real time on the portal and elected members will have 24/7 access to this information on the portal. • CRM rollout to Housing Area Officers began in 2021. Housing Area officers can now manage service requests from the Customer Service Unit (CSU) on CRM. • CSU (Customer Service Unit) agents remote work capabilities fully rolled out using laptops and the online version of our CRM without the need for Virtual Private Network (VPN) logon. This allows fully mobility and operation of the CSU in extreme red alert weather events. • GIS dashboards are maintained and updated dynamically, namely the community response and outdoor dining licence mapping dashboards (this was created in 2021). New mapping solutions were also created including Blarney & Tower Health Check Mapping, undertaken with the Heritage Council & UCC • Continued support of the CSU was carried out in 2021 with over 800 calls a day on the CSU and on-going delivery of Tier 1 projects on the CRM roadmap agreed by the CRM steering group. • Procurement carried out under a new O365 framework for CRM support & development supplier as well as a new procurement for the Property Interest Register (PIR). • Cork City Council planning was support on the draft city development plan with subject matter expertise added by ICT on GIS and CiviQ (circa 455 submissions). On CiviQ, a new integrated appointment booking system & new Visual Notedrop consultation type were added.
SMART & Compliance Team
SMART Cities Intelligent Cities Challenge (ICC): Cork City Council was selected as a core city to participate in the European Union’s Intelligent Cities Challenge which supports 136 cities. As a core city, Cork City Council receives high-quality and tailored guidance from lead expert Arup. Cork is exploring activities under the citizen participation theme collaboratively with internal and external stakeholders in the area of Placemaking, Open Data and Digital Inclusion. As part of the ICC our activities are peer reviewed on an ongoing basis by other cities participating in the Intelligent Cities Challenge. Key activities under the ICC include: • Cork City Council was invited to present our activities in the area of Open Data at the Tech4Good Marketplace session at the 3 rd ICC City Lab organised by the Intelligent Cities Challenge and Open and Agile Smart Cities. • Progression of key activities as part of Cork City Council’s ICC roadmap.
| 93
Powered by FlippingBook