Success Story:

Midland is a town located Ontario that was looking for ways to streamline internal operations and improve service to their residents. Senior staff also wanted to improve their visibility into the issues the municipality were working on.

Prior to adopting AccessE11, Midland was using another platform to manage issues but it wasn’t available to everyone. The existing processes for managing issues required coordination via multiple emails back and forth and only a subset of departments could enter data into the system. In addition, it was difficult to get a clear understanding into who had what responsibilities and they couldn’t see how workload was being distributed among staff members.

After a short demonstration of AccessE11, they quickly understood how they could implement it to track and report on citizens issues. As a cloud platform, from order to system availability was less than a day. With some quick configuration and a couple of hours of user training, they were up and running.

Now staff are all on the same page when it comes to issue management. Everything is tracked and visible. Anyone, not just a few select departments, can create a case and assign it, view the current status and make updates as they make progress on the solution. It connects citizens with the right staff/department more efficiently and ensures issues are resolved more quickly.

The result - Midland and AccessE11 are streamlining staff workflow and improving customer service – together.