One of the main goals of local government is to provide the greatest amount of service for the most people, at the lowest cost. In return, citizens expect quality services for their tax dollars. As citizens increasingly drive the customer service journey, municipalities must adjust quickly to ensure they are delivering a seamless customer experience in a way that is cost-effective for their jurisdiction. This is where a service order management system can help by providing key benefits that align an agency with evolving citizen expectations and current demands. Below, we discuss how service order management software is one of the innovative tools to assist in this process of local government service delivery.

Service Order 

A service order is a document that states the service that a citizen requires. It shows the deliverables of a municipal agency to its client. Additionally, it can include schedule, location, and resources relevant to the service’s fulfillment. Local governments utilize service orders to have a record of their work. Aside from that, service orders play a significant role when agencies plan their resources, especially their allocation of equipment, budget, and workforce.

Service Order Management System

Service Order Management refers to the set of activities that occur between the time an agency receives a citizen’s request until it is fulfilled and the citizen has been satisfied. There are many steps required to accomplish basic order management, depending on agency processes and policies. Some examples are:

• Order Capture

• Order Validation

• Fulfillment and provisioning

• Backlog and Fallout Management

• KPI and workflows definition

Service Order Management applications, like Comcate, manage the end to end lifecycle of a citizen service request. 

Why Invest in an Order Management System?

It's about complexity, not about size. If you have multiple offices, or submission channels and you want to try and bring them all together, service order management makes sense. You’re able to pull all of those different submission channels together – in one place.

While the benefits of using an order management system for larger cities are apparent, smaller towns can benefit as well. What's notable about Comcates's service order management system is that no matter the size of your agency, the platform is built to meet your needs. As your agency grows, you can add customization and extensions to enhance workflows or connections into other platforms you may utilize. Deliver exceptional services to citizens with submission tracking, communication and workflows, and a seamless, front-facing experience for your customers.

Service Order Management Integrations

Our service order management software also allows you to integrate with work order management software your agency might already be utilizing. Our integration library enables you to provide a single front door for citizens while connecting all your backend systems. Data should flow to where it’s needed most, whether that involves sending service request data to an asset management system or pulling information from a service order management platform.

Centralized Customer Service

Today, citizens expect to be informed every step of the way across the submission journey with regular email updates, and status alerts. Without service order management solutions in place to compile citizen information and filter data into one place, there are more opportunities for error.

With Comcate's software, all customer and order information is centralized in one location. This keeps every employee more informed via a 360 complete view across the fulfillment lifecycle to address any inquiries.

Municipalities that use our software have seen drops in call volume as citizens can get automated status updates to their email. This transition to more operational transparency in the fulfillment  process is something citizens are beginning to expect whenever they submit a request to their municipality.

Schedule a Meeting with Comcate Today!

Learn how Comcate can help make government delivery simple, and offer a modern digital experience to help you increase transparency, efficiency, and performance across your departments. If you have any questions about implementing our software, please schedule a meeting with our team, or  call us directly at (415) 632-1248.