Customer Snapshot: City of Gatineau

Major Canadian city deploys Pivotal Service to manage citizen requests, increase departmental coordination, enhance reporting abilities and deliver consistent service across multiple channels.

The new city of Gatineau, Quebec was created on January 1, 2002, following the amalgamation of the former cities of Aylmer, Hull, Gatineau, Masson-Angers, and Buckingham. Along with Ottawa, its close neighbor, Gatineau is part of Canada's National Capital Region, a major hub for economic and social development. Beginning in summer 2005, Gatineau will become one of the first Canadian cities to offer its citizens a single phone number for access to information on municipal services and to make requests to city departments.

Challenges

  • Achieve Rapid Deployment
  • Improve Customer Service
  • Provide integration
  • Reduce Operational Costs

Results

  • Helps Gatineau manage the more than 600,000 non-emergency calls received annually and provide faster resolution to routine queries
  • Reduction in service-delivery costs, improvement in reporting abilities, and great enhancement of the speed and quality of service
  • Will enable the city to provide its citizens with access to municipal information and services when they want them, the way they want them—with consistent service whether the user submits a request via fax, phone, or e-mail