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Version 2.3

June 2019

KPMG

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Introduction to VeloCITY 365

VeloCITY 365 by KPMG provides automated workflows that enable municipalities to manage citizen inquiries and service requests in the cloud. Velocity is built on the Microsoft Dynamics 365 platform, and provides a Citizen Engagement Portal that citizens can access to search and find information on municipal programs and services. Call center agents can efficiently document citizen inquiries, identify duplicate requests, and route service requests to the appropriate department for action and follow-up, while tracking the progress of the request through to completion.


In this section

VeloCITY 365 Configuration

Deployment, Promotions and Hot Fixes

The process for deploying, promoting and applying hot fixes to VeloCITY 365 follows a well-documented path from Development to Production.

Interaction Type (SR) Administration

Interaction Type records hold all the configuration and metadata needed for the creation of a Service Request Intake form.

Setting up Notifications and Email

Notifications and Emails are based on Dynamics 365 workflows and the VeloCITY 365 Mailer queue. Workflows can be configured to your needs, i.e., service request submissions, service request status changes or service request merges

Setting up Routing and SLAs

Routing is planning which person or team will own the resolution of a specific Interaction Type and the amount of time within which a response and resolution is expected.

Managing Work Order Administration and Automation

VeloCITY uses the workflows included with Dynamics 365 and are a powerful tool that allows for simple, or complex automation of tasks such as work order automation.

Managing Translations

Providing VeloCITY 365 in the appropriate language for your area is important. Velocity 365 is multi-lingual for both VeloCITY and Portal users.

Setting up CRM Security

Authenticated portal users are associated with a CRM Contact and must have the appropriate security role assigned.

ArcGIS Configuration

Configuring the ESRI Settings

ESRI Settings are the top level of configuration and act as a container for all map-related settings.

Setting up the ESRI Server

The ESRI Server setup is required to establish a connection to an ArcGIS server and support public ESRI servers and self-hosted (private) ArcGIS servers.

Configuring the ESRI Map

Setting up an ESRI map determines the map that the citizen will see when they log on to the portal.

Configuring the ESRI Map Layers

Layers are the mechanism used to display geographic datasets in your maps; layers provide the needed detail above and beyond the typical base map

Configuring the ESRI Layer Field Mappings

Entity layer field mapping can be only added for the ArcGIS Server source layer. 

Configuring the ESRI Entity Field Mappings

Entity field mapping is determining where information will be stored within CRM.

Configuring Service Areas

Service Areas are used to define specific geographic regions to facilitate routing of service requests, assist in more detailed reporting and identify areas where resources are either under or over utilized.

Configuring Icons

The icons that display on the Interaction Type buttons as well as on the map overlays are completely customizable.

Map Settings for Agent Console

The Agent Console contains a map configured to display each service request by Interaction Type. The Agent Console Map Settings are controlled through the ESRI Map Settings.

Map Settings for Portal Service Request Map

The map displays the service requests that have already been submitted. When a request is submitted, it is saved within VeloCITY as a case record.

Citizen Engagement Portal Configuration

Portal Authentication

The portal can be setup to be either anonymous or to require authentication.

Branding and Theming

The Portal is built using the Bootstrap front-end framework and as a result you can quickly and easily brand the Portal for your organization.

Portal Content

The content within the VeloCITY portal is completely customizable by anyone with Administrator-level permissions.