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AvePoint Citizen Services: Modern Solutions for Case Management

With the innovation, drive, and technical knowledge of our people, AvePoint leverages Microsoft technology to create solutions for all kinds of organizations around the world. A notable example is our work with Microsoft and the International Organization for Migration on, the first-ever Azure-based crowd funding portal created to help human trafficking victims – for which Microsoft awarded us the 2016 Partner of the Year Award for Technology for Good Citizenship. Another is AvePoint Citizen Services, a Software-as-a-Service (SaaS) platform for case management featured in the recently launched Dynamics 365 software suite and app store.

What is AvePoint Citizen Services?

With Citizen Services, public sector agencies and citizen-support non-government organizations (NGOs) have the ability to provide the highest level of service to constituents with automated case management. Specifically, Citizen Services provides a centralized portal for organizations to manage and respond to citizen requests. While governments are generally slower to adopt technology, Citizen Services helps usher them into the modern era – no more paper pushing and no more people waiting in lines to be heard.

We built this solution to bridge the gap between constituents and the bodies that govern them. Citizens who access the portal can submit requests, view the status of open cases, and locate resources for resolving issues quickly – all in one place. The request is then routed to the appropriate response team to be resolved. Automated case management helps government organizations more efficiently process requests and better serve constituent needs.

Digital Transformation of Case Management

To provide governments and citizens with the benefits of automated case management, Citizen Services leverages Microsoft Cloud technologies such as Azure Machine Learning, Cortana Intelligence, Dynamics CRM, Power BI, and Windows 10. It integrates with virtually any commercial or internally developed application to ensure consistency across agencies and systems.

We are building out these SaaS applications with a platform approach where Cognitive Services are top of mind. This involves a broad understanding of cognitive load business decision makers must consider when working across collaboration and business networks. We believe this will deliver tremendous opportunity for our partners as well. We are also increasing the value in how we deliver SaaS applications – exposing a rich graph structure, multiple data services, and data sources.

With this in mind, we take a connectivity services architecture design approach, supported by our Data Broker platform and integration with Azure IoT Suite and Cortana Intelligence Suite. We also integrated our solution with Microsoft business applications such as Office 365, Dynamics 365, and Power BI in order to connect industrial data with business processes and analytics.

The result is more effective and efficient purpose-built process applications that can be transformed by these cognitive applications services and will help accelerate our business customer’s digital transformation journey. As Satya Nadella said in Monday’s WPC keynote address, “It’s not about celebrating any one of our products, technologies, or services. It is about celebrating what are customers are able to do with technology; how they are transforming their business, achieving their own success, and having their own impact.”

digital transformation
Source: Microsoft

Who benefits from Citizen Services?

Citizen Services provides many functionalities and benefits for everyone from the citizen to government administration. Response teams can manage citizen requests from a single interface – nothing gets lost in the shuffle. Automated activity logging (e.g., incoming call records) provides accountability to agency management.

Citizens can submit requests from any device, anywhere, any time. Big data collected from smart devices and the Internet of Things (IoT) fuels predictive analytics that identify issues before citizens encounter them. Data from sensors and connected devices can automatically alert personnel to an upcoming issue and allocate resources wherever needed. This is digital delivery in the modern era.

Management can also review key metrics and trends to report on request types, request locations, and average response times. This helps to analyze performance and identify improvement areas.

The Modern Solution for Today’s Citizen Demands

Start automating case management today. Try AvePoint Citizen Services, available through Microsoft AppSource.

Dux Raymond Sy
Dux Raymond Sy
With over 20 years of business and technology experience, Dux has driven organizational transformations worldwide with his ability to simplify complex ideas and deliver relevant solutions. He serves as the Chief Brand Officer of AvePoint who has authored the LinkedIn Learning course How to Build Your Personal Brand, the book SharePoint for Project Management, as well as numerous whitepapers and articles. As a public speaker, Dux has delivered engaging, interactive presentations to more than 25,000 people at leading industry events around the world. He also hosts the modern workplace podcast #shifthappens that focuses on how leading organizations navigated their business transformation journey. Dux advocates tirelessly for inclusion, using technology for good, and philanthropic initiatives. Connect with him:


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