Last week we touched on the role of BPM in helping city, state and federal governments streamline processes, enhance customer support and create greater transparency. Today we’ll write about a specific solution called Problem Report Verification.

Targeted primarily at local governments, Problem Report Verification is a Metastorm Process Pod®, which is a set of solution frameworks – such as new account on-boarding – designed for quick process deployment and immediate results. Problem Report Verification is best explained through an example.

You’re driving along and your car happens to run over a pothole at the corner of Main Street and Maple Avenue. You’re a little annoyed, but more concerned about your fellow citizens that may drive through this intersection. Being a Good Samaritan, you report the pothole to the street maintenance division of your local public works agency – this is where Problem Report Verification takes over.

The Problem Report Verification Process Pod accepts citizen reports of problems and assigns them out to a technician for verification. By interfacing with other systems, the verified problem report of the pothole on Main Street could feed a “work team assignment” process to task a team to fill the hole. Using the Problem Report Verification Process Pod the public works organization can determine the legitimacy and accuracy of citizen reports before contracting a services team to remedy the problem. The obvious benefit is efficiency and cost savings, and fewer potholes. Good news for most, except maybe George Costanza.

This entire process can be further streamlined by allowing government employees to do a first-pass validation of the problem location using a link to Google Maps, or by equipping technicians with Blackberry smart phones for more seamless tracking and validation of the problem on-site, and reporting back about the citizen report.

We used potholes as an example, but this can obviously be applied to anything from downed power lines after a storm to something as mundane, if the government so chooses, as cats stuck in trees.

Click here to read more on Problem Report Verification and other Metastorm Process Pods, for a variety of industries.

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