Citizen Request Management System

www.qscend.com sales@qscend.com 888.878.3006

What is QAlert?The QAlert citizen request management (CRM) system is the most affordable and effective CRM/311 software on the market. Hundreds of government entities and call centers across

the country use this citizen request management software to improve citizen service, increase efficiency and effectiveness, re-engineer processes, and measure performance.

Staff ToolsQAlert is designed to streamline the request management process. In addition to entering

requests, users can access the knowledge base, check the service request map, monitor incoming requests, and manage single or multiple issues. In no time at all, any user, regardless

of technical experience, can master the clean, intuitive QAlert interface.

Resident ToolsCitizen engagement is easy with QAlert. As people communicate through many channels today, we put a great amount of effort into incorporating the latest tools to increase civic

participation. Your residents can engage you not only by phone, but also via your customizable Web portal, branded smartphone app, dedicated text line, and Twitter and email accounts.

A Partner

Call Center and Call Entry FunctionalityUsers sign in to QAlert based on their roles, seeing only what they need to do their jobs effectively. Everyone has the ability to enter a request. Our One-Screen View minimizes time spent by call center staff on each call.

• Enter calls in seconds.• Enhance data entry with find submitter and reusable comments features.• Detect and link duplicates based on the information entered.• Review prompts to collect key information for responding staff.• Instantly share information by emailing issue-specific knowledge base articles.• Use GIS overlays to address submitter concerns based on caller or issue location. • Search for, and review details of, requests based on role.• Note progress status in a glance based on color-coded ID numbers.• Review action history to provide appropriate updates.

Service Request ManagementCreate a unique record of interaction with each citizen, address, or location so staff can have informed conversations with the public and address new issues, acting on a request’s history, when appropriate.

• Route requests to specific users or groups based on responsibilities.• Direct similar requests to staff based on geographic area.• Grant users permission to view only their specific requests.• Customize views to see requests in specific ways.• Use priority and map views to set work schedules.• Add notes, actions taken, documents, and images.• Notify a submitter at key points in the resolution process.• Set escalation times to ensure requests get addressed.• Manage multiple requests at once.

ReportingPresent your service request data in a variety of ways to enhance processes, services, budget development, and government transparency.

• Measure results and set performance goals.• Use the installed reports and interactive charts to understand your data.• Create customized reports and charts to see just what you need to in real time.• Schedule reports for delivery by email.• Celebrate successes by publishing information to your website.

ConnectednessWe provide you with several ways to integrate various technologies into your citizen service initiative.

• Via a customizable citizen portal, allow citizens to take part in the resolution process.• Integrate software, such as asset management, code enforcement and animal control systems• Incorporate information from your GIS system.• Accept service requests via text, tweet, and email.• Create a branded smartphone app to accept citizen requests.• Provide your field team with iPads and QAlert Mobile for the fastest resolution times.

QAlert is a software as a service (SaaS) product. Support, maintenance, and hosting are included with your contract. Pricing is based on population. Flexible purchasing options are available.

QAlert is a product of QScend Technologies, Inc. All QScend software is developed and supported in the United States.

Key Functionality