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INTER -OFFICE MEMORANDUM <br />La <br />Department of Innovation & Technology <br />City of South Bend 227 W Jefferson Blvd <br />TO: Board of Public Works, Linda Martin <br />CC: Dan O'Connor, Dan Parker, Michael Schmidt, Catherine Fanello, Benjamin <br />Dougherty, Sandi Kennedy <br />FROM: Shawn Delahanty <br />SUBJECT: OneView Call Reporting & Analytics <br />DATE: 3/14/19 <br />Linda and Members of the Board <br />We are submitting for review and approval an agreement for a Call Reporting and Analytics system <br />called OneView. Most of our enhanced reporting is limited to the call queues like 311, but this system <br />would allow for more granular reporting and dashboard interfaces across all our phone lines. Examples <br />include: call volumes by time of day/week/month, average call times, time before answer, etc. This is <br />planned to be used immediately with Police non -emergency lines and Water Works but has potential for <br />other uses across the City. <br />Thank you. <br />Shawn Delahanty <br />