To punch up its customer service for the long haul, the city of Longmont, Colo., decided to upgrade and standardize on Infor Public Sector.
The Longmont Department of Public Works and Natural Resources has used an earlier version of Infor Public Sector, formerly Hansen 7, to support asset management and its customer service center since 1999. City officials elected to upgrade to the latest version and standardize on Infor to create consistency across the department. The department now uses Infor Public Sector Suite for customer service, asset management, work management, inventory control, and analysis.
"Prior to Infor, we didn't have the ability to configure different asset types in our management system. Assets such as irrigation lines had to be combined into main line inventories, which is confusing for the average user," said Tamara Teravest, Longmont project manager. "Infor not only delivers the ability to specify these different asset types, but also provides advanced analysis capabilities for each type to help us determine the most cost-effective approach to managing our assets on a department-wide basis. Also, Infor's integration with our calendaring solution has improved our scheduling and fulfillment process, allowing us to better serve our citizens."
Infor Public Sector Suite's advanced Geographic Information System (GIS) functionality benefits both call center employees and field workers by automatically mapping the location of service requests and helping call takers identify assets in the vicinity requiring maintenance more accurately. This enables improved service to citizens through faster work order fulfillment. The improved GIS also allows the city to more effectively build maintenance routes such as street cleaning, jetting, or hydrant maintenance.
Infor Public Sector Suite also delivers improved reporting and easier data access, allowing users to generate their own reports using built-in or ad hoc templates.