Salesforce Analytics: Case Management & Project Performance

Municipal governments are responsible for managing a wide range of cases and projects, from resolving constituent issues to overseeing large-scale public works projects. With the complexity of managing these initiatives across multiple departments and teams, governments must rely on accurate, real-time data to ensure efficient operations and high-quality service delivery. Salesforce analytics provides municipal governments with the tools to analyze, track, and optimize both case management and project performance. This will result in better outcomes for constituents and greater operational efficiency.

Improving Case Management with Salesforce Analytics

Case management for municipal governments involves handling service requests, addressing community issues, and managing permits or complaints. Salesforce’s powerful analytics tools allow government teams to track the progress of each case, identify trends, and optimize processes to resolve issues more quickly and efficiently.

• Tracking Case Volume and Resolution Time: Salesforce provides detailed reports on the number of cases filed, categorized by type (e.g., pothole repairs, noise complaints, permit requests). Analytics dashboards offer insights into how long it takes to resolve these cases, which departments handle them, and where bottlenecks occur.
  • Create custom reports that track case categories, time to resolution, and which departments are responsible for resolving specific cases. For example, suppose noise complaints are consistently taking longer to resolve than other types of cases. In that case, the government can analyze whether it’s due to staffing shortages, process inefficiencies, or other factors.
• Identifying High-Priority Cases: Salesforce analytics helps prioritize cases based on urgency or complexity. By analyzing patterns and categorizing cases according to urgency, governments can focus resources on high-priority issues that impact public safety or well-being.
  • Use custom reporting fields to categorize cases by urgency and visualize them in a dashboard. Set up alerts and triggers for cases that have been open for too long or have reached critical importance, ensuring that they receive immediate attention.
• Measuring Constituent Satisfaction: Case management is closely tied to public satisfaction. Salesforce allows municipal governments to track constituent feedback and measure how satisfied residents are with the resolution of their issues.
  • Implement surveys or feedback forms integrated with Salesforce to gather input from constituents after a case is resolved. Use analytics to monitor satisfaction scores and detect patterns in positive or negative feedback, enabling teams to make improvements.

Example:

A city government uses Salesforce to manage its public works department, which handles citizen complaints about road maintenance. By analyzing resolution times, the city identifies that pothole repairs take longer than expected in certain districts. Using Salesforce reports, they drill down into the data and find that these delays are due to an under-resourced contractor in that area. By reallocating resources, the city reduces repair times and improves overall satisfaction.

Enhancing Project Performance with Salesforce Analytics

In addition to managing cases, municipal governments oversee various projects, from public infrastructure improvements to community development initiatives. Salesforce analytics can help government officials ensure that projects stay on track, within budget, and aligned with community goals.

• Tracking Project Milestones and Deadlines: Salesforce analytics enables municipal governments to track the completion of project milestones, ensuring that teams meet deadlines and avoid delays. Project performance dashboards can provide real-time visibility into which milestones have been completed and which are at risk.
  • Create project dashboards that track the percentage completion of project milestones. Each milestone can be linked to a specific deadline, and automated alerts can be set up to notify project managers when a deadline is approaching or missed. This ensures teams are proactively addressing delays before they escalate.
• Monitoring Budget Utilization: Salesforce analytics offers tools to track project budgets, comparing planned versus actual spending. Governments can ensure projects stay on budget by analyzing cost trends and identifying areas where expenses exceed projections.
  • Set up custom reports to track the budget status of each project, allowing managers to see how much of the budget has been used and forecast future spending. If a project is projected to go over budget, analytics can identify specific tasks or resources that are contributing to the excess costs.
• Resource Allocation Optimization: By using Salesforce analytics, governments can identify where resources (e.g., labor, materials, and equipment) are being underutilized or overextended. This enables municipal teams to allocate resources more effectively to areas with the highest need or the most urgent tasks.
  • Use resource tracking reports to monitor how effectively teams are utilizing resources across multiple projects. Analytics can highlight inefficiencies, such as when multiple departments are duplicating efforts, or when specific resources (e.g., machinery) are underused.
• Measuring Impact and Success Metrics: Governments can use Salesforce analytics to measure the success of their projects by tracking key performance indicators (KPIs) such as community engagement, completion rates, and service quality. These metrics help determine whether projects are delivering their intended benefits to the community.
  • Set up dashboards that track KPIs based on the project’s objectives (e.g., reducing traffic congestion, improving public safety, or enhancing green spaces). Measure post-project outcomes to assess long-term impacts and identify opportunities for future improvements.

Example:

A municipal government overseeing a new park development project uses Salesforce analytics to track milestones such as design approval, land acquisition, and construction. By monitoring project timelines, the government identifies that delays are occurring due to permit approval processes. With Salesforce reports, they analyze the bottleneck and work to streamline permit workflows, bringing the project back on schedule. Additionally, real-time budget tracking prevents cost overruns by identifying overspending early in the process.

Data-Driven Decision Making for Case and Project Management

Salesforce analytics not only helps municipal governments track and manage day-to-day activities but also enables data-driven decision-making. By providing insights into trends, performance metrics, and resource allocation, Salesforce allows governments to make informed decisions that lead to more efficient service delivery.

• Identifying Trends: By analyzing case and project data, governments can identify trends that inform future planning and policy decisions. For instance, if there is an increasing number of public complaints about a specific service area, resources can be reallocated to address that need.
• Predicting Outcomes: Predictive analytics within Salesforce can help municipal governments forecast future case volumes, project costs, or resource needs. By analyzing historical data, Salesforce provides actionable insights to help teams anticipate future challenges and plan accordingly.
• Customizable Reports: Salesforce allows government teams to create customizable reports that reflect their specific needs, enabling them to quickly gather the data that matters most to their operations. This flexibility makes it easier for teams to respond to evolving situations with the right information.

Orchid Connect is a woman-owned Salesforce implementation firm with 30 years of experience serving associations, non-profits and small/medium businesses. We specialize in strategic and implementation services, go-to-market support, and ongoing support. To learn more, reach us at reachout@orchidconnect.com.