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I&T Highlights — Customer Experience (CX) <br /> DRO <br /> vision gital Services, Applications, Customer Service & u <br /> We digitized, modernized resident-facing forms and processes <br /> • For 311/Utility, we tackled the Utility Start Form, Termination Form, Account Dispute <br /> • Improved the SBARC adoption application and backend tracking <br /> • Improved the APRA process for both residents and Legal <br /> • We are piloting a queue management and scheduling system ahead of new City Hall (QLess) <br /> • We procured a new centralized digital payment system + kiosk service ahead of New City Hall <br /> We expanded and improved the website and trained our users <br /> • Project Examples of new websites: GVI, MLK, Fusion Fest, Sense South Bend <br /> • Improved governance, accessibility, documentation, and training <br /> 'v., City of South Bend <br /> Innovation &Technology <br />