The Town of Drayton Valley is bracing for some computer upgrades.
At the Town of Drayton Valley’s May 25, 2022 council meeting, administration proposed an upgrade to the Town’s customer service software. The new software is anticipated to provide customer service and help administration keep track of residents’ complaints and requests.
The new software package would cost $10,000 to get up and running, and then an annual licensing fee of $8000. The money is already in the budget. Administration just needed town council to give them the green light.
Councillor Monika Sherriffs was concerned about the $8000 per year commitment, and wanted to know if there really was a high demand for this software.
Administration responded that the Town still takes all customer requests manually. Officials say it could be an organization getting a permit for a parade, a resident complaining about a pothole, or asking about the Town’s programming. The new system is expected to automate most of that. It will also allow things to flow more quickly and smoothly, say Town officials, and ensure they get to the right Town department.
The new system also provides more options, allowing residents to reach out through phone, e-mail, or a form on the Town’s website. This allows administration to track residents’ requests through the system easier.
The new system also offers a high degree of automation. Administration gave potholes as an example, saying a resident can notify the Town of a pothole on the website, and it can automatically generate a work order for the Public Works department.
Councillor Amila Gammana was curious about how common this software is.
Administration replied that its popularity is growing across the province, and that Brazeau County has been using it for a couple of years now.
Councillor Rick Evans was excited about the tracking part. As an example, he gave a resident who called and complained about something 20 times.
Administration responded that, yes, they would be able to see all 20 complaints in the system, and be able to work to resolve those issues.
Council approved the new software.
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