Rapid Response for govService Users Thanks to New Realtime Reporting

For government departments and councils across the country and the world, access to data is a vital part of making effective decisions that lead to impactful governance. The ability to rapidly interact with important information, put it in proper context, and report on its significance is an ongoing goal for staff at all levels. Check out our User Guide (customer log-in required) for an in-depth look at Realtime Reporting, or watch the webinar from July 21. Read on for a quick overview.

Despite robust digitisation efforts and years of experience, many public sector organisations unfortunately lack a clear, timely view into their processes due to limitations with front line/back-office systems. That means a lack of access to accurate and up-to-date reporting data. As a result, they are often unable to make timely data-driven service decisions, resulting in less efficient services and reduced customer satisfaction.

Granicus understands and appreciates the need for increased access to not only data, but the insights that data provides. That’s why we’re introducing Realtime Reporting, a new feature of our govService platform that will help provide near instant insight into what is happening within customers’ service processes. Realtime Reporting will enable councils to identify and resolve process bottlenecks quickly, optimise workflows, and allocate resources effectively.

Why Realtime Reporting?

While govService already delivers great efficiencies to local government around the country, this new standard service provides even more data and better insight into how to improve the way local government serves residents, with an eye towards more efficient operation and enhanced customer service.

Realtime Reporting gives govService customers the ability to view what is happening within their service processes at a granular level. It connects to modern reporting tools such as Power BI, Tableau, BI Powerplay, and many more Amazon Redshift-supported solutions.

The result is industry-leading reporting capabilities. All data captured within bespoke govService forms and processes is available for insight reporting. External data sets from other lines of business systems and even demographic data sets can be brought in, enabling multiplatform organisation-wide reporting. With Realtime Reporting, organisations have true insight across your end-to-end services.

Here’s how it works

govService Realtime Reporting will be available at the end of July 2021 and will eventually replace the existing data dump feature. While the existing data dump won’t disappear until end of 2022, customers should start using and transitioning to Realtime Reporting feature as soon as possible.

Data will be housed in Granicus’ dedicated reporting infrastructure with near real-time access available to create bespoke reports that span all data captured within custom govService forms and processes, including:

• Number of cases logged, in progress, and completed
• Cases by:
  • type
  • channel (telephony, face to face, self-service etc.)
  • assignment
  • stage
• Completion times across stages and cases
• SLA performance
• And many, many more.

How can organisations use this tool?

Where users previously were only offered a once-per-day bulk data download, thanks to Realtime Reporting, they can now enjoy a near real-time access to data that easily moves between visualisation tools or into visualisation through govAccess. Here are some examples of how organisations can leverage this power.

In this example, a waste department can track the number of open cases, as well as see almost immediately the types of items that are most commonly picked up. It’s also easy to quickly see which months see the most requests for bulky item collection, which allows for a more responsive approach to staff time allocation and ultimately better service.

The flexibility of the Realtime Reporting tool also allows for bespoke reports that meet the specific needs of an organization. In this case, a report skewed toward a user-focused visualization shows total cases, unique users, cases by channel, and a substantial increase in number of users over from 2016 to 2021.

What’s next?

Customers who choose to do so can begin using Realtime Reporting from the end of July 2021. Check out the user guide here (customer log-in required), or watch an introductory webinar. Real time reporting will work in parallel alongside the existing nightly data download, which will continue to be available until the end of 2022. However, we strongly recommend customers begin taking advantage of and transferring their reporting needs to the Realtime Reporting solution, with the goal of completing all transfer activities before the end of 2022.

Get in touch now to learn more about how govService can help your organisation.