Signal | 311 and Citizen Engagement CRM

Citizen 311 Engagement Powered by Microsoft’s Cloud,
Dynamics 365 and Power Platform

Signal is a Citizen Engagement CRM solution that manages non-emergency 311 service requests, work orders and interchanges between local municipal governments and citizens. Signal improves the delivery of services to citizens 311 and provides data back to government to allow services to be tuned and optimized to meet changing demands. Offering integrated contact center functionality and the flexibility, scalability and extensibility provided by Microsoft’s Dynamics 365 platform, Signal supports the 311 needs and growth of any regional or municipal administration.

Built on Microsoft Dynamics 365 and Azure datacenters, Signal features a comprehensive Cloud-based SaaS CRM and Citizen Portal and provides easy-to-use interfaces, process automation, and a wide array of functionality to elevate the citizen engagement experience. Using Signal, municipalities can better manage cases, inquiries, service dispatches and provide knowledge base content quickly and efficiently to citizens. With Signal, communities are able to provide more effective 311 services and can know their communities better.

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How we help

Case and service center

Signal provides CRM collaboration
between municipal departments while
ensuring the accountability and transparency
that citizens demand. Signal users can
benefit from customizable dashboards and
portals, including a mobile responsive citizen
portal, for improved case management.

 

Integration

Signal seamlessly integrates across
Microsoft’s entire technology platform
and leverages the Dynamics 365 API to
communication with other municipal systems.
With Foundry’s integrated Cloud contact
center solution, Signal can also provide
intelligent call routing, data import and
synchronization and case monitoring.

 

Maintenance & Dispatch

Signal links dispatch and geo-located mobile work forces to optimize the routing of mobile work forces and ensure the most efficient fulfilment of maintenance requests, based on the skills, tools, and inventory that each mobile work force member possesses.

 

Community knowledge base

Signal connects constituents to
a Knowledge Base with natural queries
and learning capabilities that provide
indexed answers, while automatically
building upon the KB tagging system,
from Word docs, press releases,
fact sheet, FAQ, and other resources.

 

Performance reporting

Signal demonstrates performance,
transparency and accountability to
citizens and stakeholders for the
verification of attentiveness and
effectiveness when resolving 311 cases.
Signal can publish statistics and reports,
making them available to both regulators
and citizens as needed.

 

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How we help

Case and service center

Signal provides CRM collaboration
between municipal departments while
ensuring the accountability and transparency
that citizens demand. Signal users can
benefit from customizable dashboards and
portals, including a mobile responsive citizen
portal, for improved case management.

 

Integration

Signal seamlessly integrates across
Microsoft’s entire technology platform
and leverages the Dynamics 365 API to
communication with other municipal systems.
With Foundry’s integrated Cloud contact
center solution, Signal can also provide
intelligent call routing, data import and
synchronization and case monitoring.

 

Maintenance & Dispatch

Signal links dispatch and geo-located mobile work forces to optimize the routing of mobile work forces and ensure the most efficient fulfilment of maintenance requests, based on the skills, tools, and inventory that each mobile work force member possesses.

 

Community knowledge base

Signal connects constituents to
a Knowledge Base with natural queries
and learning capabilities that provide
indexed answers, while automatically
building upon the KB tagging system,
from Word docs, press releases,
fact sheet, FAQ, and other resources.

 

Performance reporting

Signal demonstrates performance,
transparency and accountability to
citizens and stakeholders for the
verification of attentiveness and
effectiveness when resolving 311 cases.
Signal can publish statistics and reports,
making them available to both regulators
and citizens as needed.

 

Know your community

Frequency Foundry provides the right team of advisors, innovators, and engineers to deliver a winning CRM strategy and solution to best fit a municipality's 311 needs. By targeting the areas of Community Knowledge Base, Performance Reporting, Case & Service Centre, and Integration, 

Signal administers a leading approach for civil service management and provides richer data intelligence to deliver services and improve constituent experiences.

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Key features

Case management

  • Customizable dashboards and portals 
  • Automated alerts and escalations with configurable thresholds 
  • Out-of-the-box reports, configurable dashboards and Ad hoc reporting 
  • Report publishing and sharing 
  • Role-based security

Multi-channel Contact Center Solution

  • ACD, IVR, Call Recording, and Call Monitoring 

Mobile Responsive Citizen Portal 

  • Android and iOS mobile app for Citizens 

Guided service processes

  • Service calendar and resource/facilities scheduling 

Field worker App 

  • GIS integration 

Knowledge Base and Bylaw Management 

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