Municipal Team Solution Software, or CRMunicipal
We recently discussed a Team Solution Software version for municipalities, a system we have referred to here as CRMunicipal, with the CRM representing “constituent relations management.” This version is being developed concurrently with TSS, as most of the features will be identical for both.
The main difference between the two will be the tracking of and accountability for resolution of citizen compaints. Let’s say a complaint about a pothole in the road, or a broken street light, or a drainage issue on a clogged catch basin, comes into the Town Manager’s office, either by phone or by letter. The phone call would be logged into TSS, or the letter would be scanned and uploaded to TSS’s shared document storage feature, and the Town Manager’s office assigns the Task to the appropriate Department Head, along with the phone call log or the scanned document. The system would begin monitoring that Task, the Department Head would record the action steps taken to resolve the complaint, including the Department Staff Member to whom that resolution task was assigned. The Staff Member does his thing, enters the steps taken in the Task Manager, and passes it back up to his or her Department Head. The Department Head, in turn, passes it back to the Town Manager’s Office, reports it as completed, and the record is archived (as opposed to purged).
Each TSS account will have an Administrative Control Panel, overseen in the municipal version, most likely, by the Town Manager. Permission levels can be assigned throughout the list of users of the account in the form of Read Only, Read and Write, and Delete. This would ensure that as a Task was passed down the chain of command, each level on the way down would have ever more restrictive permissions. A Staff Member, for instance, would be able to read a task passed down, but perhaps not be permitted to Edit (Write Permission) it, and could only pass it back up the chain without having the ability to Delete it. These System Protections would enhance accountability for Task Completions, and make Process Auditing that much easier for municipalities.
This is only one aspect of the TSS system for municipalities, and the commercial version will have a similar but slightly different Task Management Flow, equally effective for the private sector. Screen shots will come as each component of the system is completed, so check back in the near future as we start adding those shots to the Tour section of the web site.
