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PremierOne Citizen Service Request (CSR)

PremierOne CSR Brand Story

Streamlining citizen Services

PremierOne CSR provides a powerful single platform for improving citizen access and communications. Citizens can request services by phone, through email, via the Web, using a smartphone app or through social media like Facebook and Twitter.

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Whether the request is about a pothole, a water bill or suspicious activity, citizens are contacting you every day. These routine interactions form their perception of government and how well it works for them.  PremierOne CSR will help you provide accessible and accountable government services. From the first contact to the last filled work order, PremierOne CSR helps you capture every detail, identify the right response, dispatch appropriate personnel and inform constituents when the job is done.

Designed specifically for government, PremierOne CSR helps you be more responsive, deliver high-quality services and give residents up-to-the-minute information.

PremierOne CSR Customer Relationship Management (CRM) solution streamlines response by automatically routing service requests, weeding out duplicates, and coordinating work among your teams. PremierOne CSR automates work processes, dispatches crews, tracks progress, and keeps constituents informed — all while producing and maintaining statistical data for agency stakeholders.

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PremierOne Citizen Service Request (CSR)
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PremierOne Citizen Service Request (CSR)

Benefits

Reduce Non-Emergency 9-1-1 Traffic To Improve Emergency Response: PremierOne CSR manages non-emergency calls and coordinates secondary responders such as utilities, public works and forestry. Managing critical event communication amongst secondary responders and bridging communication between public service and public safety agencies reduces the burden on existing 9-1-1 systems during emergencies and improves response times.

More Efficient Non-Emergency Municipal Services: PremierOne CSR tracks, manages and reports back to citizens on their requests for service(s). Citizens benefit from increased transparency and see their concerns are being addressed efficiently. You benefit with the ability to identify trend and bottlenecks in processes, and by using CSR data to drive business decisions such as reallocating resources based on real-time information.

Streamline Operations: Automatically identify and remove duplicate requests, preventing multiple responses to the same issue and reducing cost. Automatically route work assignments based on configurable business rules, improving response times.

Simplify Business Intelligence Reporting: Embedded Business Intelligence Reporting helps you identify trends in reported issues, share information with citizens, and increase overall accountability and accessibility, resulting in improved citizen satisfaction. Generate ad-hoc reports or schedule more complex reports to automatically run and be distributed through email in multiple formats such as Excel or PDF.

Improve Citizen Engagement: Citizens can use the free CSR’s Citizen smartphone application to submit issues when it is convenient for them. The application allows them to attach photos, track activities and stay informed on the status of their request—increasing transparency and citizen confidence in public services.

Key Users

Citizen
Increased satisfaction and confidence in government due to faster, more efficient service delivery. 

Call Taker
Seamless configurable workflow for faster access to information and service request intake.

Departmental User
Consistent, relevant information to facilitate effective issue resolution.

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PremierOne Citizen Service Request (CSR)
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PremierOne Citizen Service Request (CSR)

Brochures

Case Studies

    • Premier One CSR Calgary Case Study

      Updated 2012/11/13 | PDF 1.51MB

      In 2005, Calgary, Alberta, became the first Canadian city to adopt “3-1-1” as a single number for citizens to call with non-emergency questions or requests. Since then, Calgary’s 3-1-1 Center has continued to lead, making municipal government ever more accessible, responsive and accountable. Calgary uses the Motorola PremierOne™ Customer Service Request (CSR) technology to manage citizen services and administer a wide range of internal work processes. The city continues to improve services while making operations more efficient, delivering greater value for the taxpayer dollar.