REVITALIZING CUSTOMER SERVICE

Modernizing Complaint Management for the DC Public Service Commission

The Public Service Commission (PSC) of the District of Columbia, which oversees utility services, faced significant challenges with its outdated complaint management system. Fragmented processes and inefficient data tracking hindered PSC’s ability to resolve consumer complaints efficiently. To overcome these issues, PSC partnered with Avid Systems to design and implement a modern, scalable solution built on Microsoft Power Platform.

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Industry:

Government

Location:

Washington, DC

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The Solution in Detail

The complaint management system designed by Avid Systems includes several key technologies and features:

Microsoft Power Platform: The foundation of the solution, ensuring scalability, security, and adaptability for future needs.
Model-Driven Application (MDA): The CRM provides staff with an intuitive interface for managing complaints and tracking case progress, while allowing for efficient case management and collaboration.
Power Pages: The public-facing component built with Microsoft Power Pages offers DC residents a modern, easy-to-use portal for submitting and tracking complaints.
Power Automate: Streamlined workflows automate routine tasks, reducing manual effort and allowing PSC staff to focus on more complex tasks.
Power Virtual Agents: An AI-powered chatbot integrated into the portal provides quick responses to common inquiries, improving the customer experience.
Power BI for Reporting: Robust data visualization and reporting features offer PSC leadership insights into complaint trends, resource allocation, and staff performance.

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Results

The new system hasdelivered transformative results for PSC:

Enhanced Operational Efficiency: By automating workflows and integrating real-time tracking, the system has reduced complaint resolution times, improving overall responsiveness.
Improved Citizen Engagement: DC residents can now easily submit complaints and track their progress through the public portal, resulting in greater transparency and satisfaction.
Optimized Internal Workflows: PSC staff are better equipped to manage cases, collaborate effectively, and allocate resources where needed, improving the overall service quality.
AI-Powered Assistance: The integrated virtual assistant automates responses to routine queries, freeing up staff resources and ensuring quicker resolutions.

The partnership between Avid Systems and the Public Service Commission of DC has resulted in a comprehensive complaint management system that not only addresses immediate operational needs but also positions PSC for future growth. By integrating cutting-edge technologies and focusing on both citizen and staff needs, Avid Systems has helped PSC provide more efficient and transparent service to DC residents.

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