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RequestPartner is a Citizen Request Management (CRM) system that goes beyond just providing information – it is a management tool to process all inquiries, requests for service, complaints, and issues using a centralized database.  The system includes Staff and Public interfaces that provide real-time 24/7 access and includes features like surveys, customizable forms and the ability to manage external and internal requests. 

The CRM Public Portal interface provides mechanisms for the public to submit any request and review the status of requests submitted.  The Staff interface provides rights appropriate access to capture, review, manage and report on requests while following each requests specific workflow.

RequestPartner has been the leading CRM solution for local governments since it was selected by an Alliance led by the International City / County Management Association.  As a 100% .NET web-based solution, it can be deployed quickly with established workflow and business processes, as well as flexibility and self-configurable capabilities to serve as a long-term solution.

Unlike other companies that achieve a large customer base and neglect to update their technology offering, GovPartner made a significant investment a few years after the ICMA-RFP selection and upgraded the entire system in .NET from the ground up.  We knew this was the correct step for our clients and their long-term use of the RequestPartner system – in fact our entire suite of software was upgraded to .NET.

We built RequestPartner to be self-configurable and put the power of decision-making straight into system workflow management because long-term success cannot be accomplished unless authorized employees are empowered to grow a solution as their skill, experience and needs grow.  Our technology platform puts the power of the programmers into your hands so that you can accomplish the desired improved service and efficiency via:

• Workflows that can be set as needed
• Business rules that can be adjusted as processes shift to meet needs
• Unlimited forms, queries, and templates can be created to build a robust knowledge platform
• An unlimited number of search criteria and custom report-writing capabilities that allow for accessing valuable information captured for data mining and enhanced decision-making.

Our system also includes FAQs for knowledgebase creation, survey functionality and customizable request forms to allow any agency the ability to create unlimited request forms.

As part of the hosting fee, clients receive ongoing system enhancements and updates at no additional cost.  Updates are provided as necessary to fix issues or problems with the software.  Software enhancements are generally released every six months, but sometimes more often depending on customer needs.  In addition, there is generally one major upgrade release each year. 

We understand that the most effective messages that can be communicated to your community are daily examples of outstanding service.  Thus we offer RequestPartner as a solution that will allow your agency to efficiently capture and manage inquiries, service requests, complaints, and comments by allowing staff or the public to enter and manage requests and supporting information into a centralized system. 

RequestPartner will automatically assign each request to a specific staff person in the appropriate department with a predetermined due date.  This is the result of a careful and thorough implementation process where the system is configured to meet your agency’s requirements.  The system automatically monitors due dates and provides tickler emails to creates accountability for each request in the system and ensure nothing falls through the cracks. 

With RequestPartner, your agency will immediately achieve the following…

• Improve internal processes to manage requests by tracking all requests in a central location
• Access real-time information and history to immediately respond to needs and establish a knowledgebase of FAQs, custom request forms, surveys and work orders
• Query all data, generate cumulative reports and create custom request forms tailored to match your particular needs and business processes

With very little risk…

• Minimal up-front investment via our hosted model: no hardware, software or additional IT staff 
• 100% .NET system via an open business philosophy to integrate with other software systems
• Delivered by an established provider and recommended by ICMA / State Leagues

At an affordable price…

• Low monthly fee includes license, hosting, maintenance, support, enhancements
• License is for unlimited, concurrent users, so all necessary staff can be involved
• Affordable initial implementation fee to “get it right” and assure all staff are trained properly on a system that reflects and reinforces new service protocol

Features Include:

• Allows staff to create an inquiry or request from any form of communication with the public (walk-in, phone, email, postal mail, fax, scanned document) as well as create requests based on staff observations and internal information.
• Allows staff to easily attach any file type (word or .pdf documents, photos / images, scanned correspondence) to inquiries and service requests.
• Stores the service request with associated attachments in a centralized database for later retrieval and reporting via an easy to search query function.
• Allows predefined workflows to exist and be modified as needed by staff.
• Allows staff to create a custom workflow for response to the inquiry.  These custom “business rules” that dictate workflow for an inquiry or service request are unique to each service request form.  This is a critical distinction as most CRM systems only allow for one universal, system-wide workflow, which cannot accommodate the needs of each department or even the unique forms managed by each department.
• Such custom work-flows allow staff to determine specific dues dates, which can be modified by staff if / as necessary.
• Allows staff to electronically route, or “reassign” inquiries and requests to other staff / departments for review or management as needed.  Notes and attachments can be added to a record and status updates made before reassignment and each step of the process is tracked in an audit trail included as part of the inquiry.
• The system issues specific auto-emails to the public making the request and to select staff during specific steps in the process (upon submission of the request / inquiry, to a staffer when a request is reassigned to him / her, to the public again when the request is closed.  Additionally, staff can send emails through the RequestPartner system with each email communication tracked in the system as part of the request history.
• Email and letter templates are included in the system to save time for staff in sending email or mail communication – the system automatically includes the original request detail along with other relevant information.
• Permissions:  The RequestPartner system contains multiple levels of access allowing custom permission settings to be established for each user.
• Allows the public to enter their inquiries themselves via the web and/or check on the status of their inquiries through the web portal that allows them to create a personalized, secure account.  The public can login with a secure username and password and even customize their own welcome page with a dashboard that displays the information they choose.
• Allows requests to be tracked by multiple criteria: by name, due date, topic, sub-topic, staff member assigned, department assigned, or response type.
• Allows requests to be escalated as “high” priority or “urgent” so that any staff member or manager with appropriate security can communicate the urgency of an issue. 
• Contains query capabilities for reporting on a combination of request criteria, as well as standard reports that themselves offer options for report criteria (date ranges, departments selected, status, etc). 
• All reporting, as with all information presented in the system, is in real-time. 

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