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Helena

Service Request

The old process took an estimated 48 hours. With the new online SeamlessDoc form, the processing time has been cut in half and takes an estimated 24 hours.

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Service Request

Helena

Overview:

See how Helena saves time and money by converting one form.

  • Champion:

  • Savings:

    The old process took an estimated 48 hours. With the new online SeamlessDoc form, the processing time has been cut in half and takes an estimated 24 hours.

  • Department:

    $4,000 a year

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Old Process

The future of government shouldn't involve a fax machine.

We had a somewhat fillable form online, it was a pdf so didn't work across all devices or browsers. Most of the time people called in and it was handled without any paperwork -- which has the disadvantage of not collecting data such as response time. A call would take one person to process but only through communication among 4 or 5 people. One area of difficulty was a lack of clear description.

New Process

In minutes we were able to convert the existing process into a smart online experience.

Now the form goes directly to the main city streets email address, which is accessed by 3 city staff for response, and one of them acknowledges receipt with a signature. As soon as the issue is addressed, the person who fixes it signs the form again, with direct notification to the supervisor of the department. Plus, the person submitting the report can now attach a picture to the report so our staff have a better idea of the problem and can respond with the correct equipment. We will now be able to collect real data regarding response time, efficiency, and locations of potholes (some are outside city limits on state & county roads.)

Savings

By making the process smart we enhanced the experience while saving valuable time and money.

The old process took an estimated 48 hours. With the new online SeamlessDoc form, the processing time has been cut in half and takes an estimated 24 hours.

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