The City of Camden, New Jersey was having difficulty in communicating effectively with its citizens and between departments. Its network infrastructure was no longer supported in some cases, and applications developed in-house required improvements to meet future needs. This called for an upgrade to its information technology environment.

In establishing criteria for upgrading its information technology, the City of Camden determined it needed a solution that would help meet its prime objective of being more responsive and accountable to resident needs, while also offering scalability to meet future needs, providing greater security, and insuring lower operating costs.

Infusion helped the City of Camden implement its Camden Success Project that consists of two major components:

• Contact Camden - a complete call and task management application that facilitates the entry and tracking of calls related to services, complaints and requests for information. It also insures the complaint/request is referred to the appropriate department, that follow-up is initiated when applicable, and that progress is tracked against an established service timeframe.

• The Mayor’s Digital Dashboard - accessible to the mayor and chief operating officer, it offers a consolidated, graphical view as well as specifics about each indentified KPI towards the goal of making better and more informed decisions that impact the City of Camden. This management tool shows what department directors and city employees are doing and if tasks are completed within or past the established timeframes.

The system now allows all City departments to be aware of and easily communicate with each other toward resolving a resident’s service request or moving forward on an important local project.

Being more responsive, accountable and efficient in meeting residents’ needs has enabled the City of Camden to connect the gap between government and its residents. The new efficiencies have empowered City employees at all levels to work more proactively to address the service request needs of Camden residents.

City officials are now empowered to make better and more informed management decisions by leveraging rich business intelligence obtained from all of the City departments through an integrated and easy-to-use dashboard. The upgraded systems play a crucial role in enabling the City to accurately measure and report on its progress toward satisfying the mandates outlined in the MRERA legislation.