Case Study: Provo City improves citizen service and request management with Serviceaide PoB

Provo City handles 5,000+ inquiries a year with Serviceaide

Provo City, a municipal government in Utah, faced challenges in managing a high volume of diverse citizen inquiries across its utilities and municipal services. Their manual, email-driven processes were inefficient, lacked reliable tracking, and provided limited reporting visibility. To address this, they worked with Serviceaide to implement its POB (Point of Business) Municipal solution to centralize and improve request management.

By implementing Serviceaide's POB solution, which included Citizen Relationship Management and a Self-Service Portal, Provo City centralized all citizen requests. The results were significant, including handling over 5,000 inquiries yearly, providing agents access to 1,355 knowledge articles, and creating approximately 2,300 new citizen accounts annually via self-service. Serviceaide's platform greatly improved operational efficiency, transparency, and productivity for the city.

Provo City