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Section IV: Public Works Workforce Management Application 4.1 Situation The Public Works Department provides prompt service to the residents of the City of Sunny Isles Beach in the areas of construction,fleet maintenance, street maintenance, including storm water maintenance services within the City's rights of way,facilities maintenance, and engineering. These services seek to enhance the high quality of life for the City's residents, businesses and visitors by providing well planned,environmentally sensitive,cost effective methods to promote public health, personal safety, transportation,economic growth and civic vitality. To enhance the service center experience and to provide the city with a quick and efficient way to track and manage all work orders, Aeon Nexus will be configuring an additional application on the City's Dynamics CRM Online platform. Our service center framework will help the City streamline all processes providing users with fast and efficient way to manage service citizen requests, provide information, manage back office processing, and utilize resources efficiently. Our service center solution addresses the critical need to improve service delivery and efficiency and reduce costs for the City. Key features will include: • Service intake, routing, and workflow • Common and easily extensible service requests forms • Agent-oriented call scripts integrated with the back office processes • Interactive management dashboards and reports • Multi-access channels, including views accessible to all web-enabled devices Our team will focus on automating request routing and reporting by assigning and tracking service requests through established workflows. By streamlining the process of reporting and inputting issues, as well as the communication and updates on tasks,the City's administration will free up valuable time to focus on issue resolution rather than managing issue intake. In addition, our solution will increase citizen satisfaction by allowing the City to provide better communication for their citizen requests. 4.2 Approach Our team will take a similar approach for the Public Works Workforce Management system as stated in section 2.2. Our team will follow the four-phased approach below in order to execute this engagement: Discovery Development Implementation Go Live Figure 1—Proposed Engagement Approach Phase 1—Discovery&Knowledge Session Our team will work closely with the city to elicit, identify, and document business requirements and 14 174 Glen Street I Glens Falls,NY 12801 T: 518.338.1551 F:866.252.1251 aeonnexus.com