A mid-sized municipality implemented a connected citizen relationship-management environment spanning assisted service, digital self-service and enterprise integrations.
Engagement at a Glance
Organization
Mid-sized Canadian municipality
Industry
Public Sector
Solution
Citizen Relationship Management, Digital Portal, Payments
Platforms
ArcGIS, Email, Microsoft Entra ID, Moneris, Salesforce, SAP
OUTCOMES AT A GLANCE
A connected experience designed around the business need
Established consistent handling for ten municipal service types
Connected portal, identity, payment, GIS and SAP processes
Supported a controlled transition through testing and training
ENGAGEMENT OVERVIEW
Understanding the organization and the scope
Organization Profile
The municipality delivers resident services through multiple channels and relies on GIS, payment, identity and enterprise platforms to complete service processes.
Engagement Scope
Installation, configuration and integration of a Salesforce citizen relationship-management solution supporting ten service types, a portal, multi-channel intake, migration, testing, training and deployment.
THE CHALLENGE
What needed to change
Ten municipal services needed consistent intake and case handling while connecting digital access to identity, payments, GIS and enterprise information.
Business Challenge
The municipality required coordinated citizen-service processes across multiple intake channels. The environment needed to support a public portal, authenticated access, payments, geographic data, SAP information and service communications. Data migration and organizational readiness were also necessary for production adoption.
Operational Impact
Without an integrated approach, residents and staff could encounter disconnected steps between service intake, identity, payment and operational processing.
Key Requirements
Ten service-request types; multi-channel intake; citizen portal; ArcGIS; Moneris; Microsoft Entra ID; SAP; email; migration; testing; training; and production deployment.
THE SOLUTION
How the challenge was resolved
A configured Salesforce citizen CRM connected digital and assisted intake with GIS, payments, identity, SAP and email.
Solution Overview
The Salesforce citizen relationship-management environment was installed and configured around ten municipal service types. A citizen portal supported self-service, while multi-channel intake enabled assisted interactions. ArcGIS provided geographic context, Moneris supported payment use cases, Entra ID addressed identity requirements, SAP connected enterprise information and email integration supported communications.
DELIVERY APPROACH
From requirements to a coordinated release
Delivery Management
Managed requirements, configuration and integration; coordinated migration; oversaw test planning and validation; organized training; and supported production deployment and stabilization.
Process Improvements
Created consistent intake, case handling, authenticated portal access, payment steps, communications and enterprise-data exchange.
Platform Integration
ArcGIS, Moneris, Microsoft Entra ID, SAP and email services.
TECHNOLOGY AND ARCHITECTURE
Connected platforms supporting the solution
Salesforce citizen CRM and portal with workflow automation and integrations for GIS, payments, identity, ERP and communications.
ArcGIS, Email, Microsoft Entra ID, Moneris, Salesforce, SAP
Citizen-service architecture connecting intake and case management with the platforms required to complete municipal transactions.
BUSINESS OUTCOMES
What the engagement enabled
The municipality gained a structured citizen-service environment for ten services, connected digital and assisted channels, and a controlled production transition supported by migration, testing and training.
Planning a similar transformation?
Talk to SYSGENIK about translating complex business requirements into a practical, connected solution.
