Customer Service overview

The workflow begins when a customer contacts the agency, whether by calling a customer service number, sending an email, or using an Open311 app. The customer provides contact information and basic details about the request, such as the location of a pothole that must be fixed, and the agency then adds a service request to the database.

The next steps will depend on the nature of the request. Because there are so many different types of requests, each with its own rules and procedures, Infor Public Sector uses predefined service request types to ensure proper handling. Each request type defines basic requirements, such as the information required to submit a service request, and rules for inspecting and resolving the request.

Service request types can also be configured to generate other types of Infor Public Sector records as required. For example, a service request reporting a pothole might require a work order to fix the pothole. The "pothole" request type might add the work order automatically, or it might prompt the inspector to create a work order when the request is resolved. Depending on which other modules your agency is using, you can also configure service request types to generate asset inspections, code enforcement cases, and one-off charges.

Infor Public Sector also helps you track the resource usage and costs incurred in inspecting and resolving service requests, such as labor, equipment, and material costs.

Finally, Infor offers three additional products that customers can use to submit and look up service requests online. Dynamic Portal and Rhythm for Civics make the Customer Service system available to the public through the agency's web page, and Open311 for Infor Public Sector allows customers to use client apps that follow the Open311 standard.