Overview

Request processing is a key task for public services. High expectations from the public for mobile access to those services, peaks in workload, and lack of accessibility in legacy systems add to the complexity of the service. The public sector relies on flexible technology, modernized systems, and efficient administration to meet the needs of the public.

Service Request Processing allows members of the public to submit service requests and public officials to process the request or ask for more information, eliminating the need for spreadsheets and manual communication. Officials can manage their workload on-the-go with the app, improving operational efficiency.

Documentation

Description

Request processing is a key task for public services. High expectations from the public for mobile access to those services, peaks in workload, and lack of accessibility in legacy systems add to the complexity of the service. The public sector relies on flexible technology, modernized systems, and efficient administration to meet the needs of the public.

Service Request Processing allows members of the public to submit service requests and public officials to process the request or ask for more information, eliminating the need for spreadsheets and manual communication. Officials can manage their workload on-the-go with the app, improving operational efficiency.

Typical usage scenario

·        To submit a service request a member of the public must first choose a category of their request with photos and map location. This can be any request category that is currently listed.

·        A public sector official is then able to see this request on their dashboard and they can allocate it to one of their team.

·        The official is then able to process the request or ask for more information to be submitted such as photos.

·        An official can also reallocate requests to other team members by seeing a workload dashboard for their team and these can be simply accepted by any associate with the correct skill.

·        Correspondence between team members or the member of the public can also be directly handled inside the app.

·        The decision on a service request can be completed in the app that generates an official document to deliver the outcome.

Features and limitations

Service Request Processing includes a fully featured template. This includes sample test data to quickly demonstrate all the features within the application such as:

- Service Request submission
- Request allocation
- Workload dashboard
- Internal and external correspondence
- Outcome delivery

Dependencies 

Mendix 9.18.1 Environment
Database supported by Mendix

Configuration 

Service Request Processing is highly configurable and can be adjusted to your organization and its processes. Please contact us for further information.