AMANDA Request for Service (RFS)
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AMANDA Request for Service (RFS) is a call center application that allows you to capture, track, or investigate citizen's complaints, and manage citizen requests for services and information.

Complaint and Inquiry Management

AMANDA RFS allows your call center staff to easily capture complaints and inquiries. Automatically trigger and initiate workflows based on call details to shorten processing time for complaints and inquiries.

Scheduling and Workload Management

Centrally manage assignments with RFS so that tasks are automatically prioritized and routed to field staff based on the criteria you set. AMANDA RFS stores all details and, based on your business processes, notifies the internal or external business units responsible for follow-up.

Information Management

Efficiently handle follow up calls by citizens with AMANDA RFS’s real-time view of complaint and inquiry status. Use AMANDA RFS’s ability to broadcast messages on other users’ screens to high call volume issues, and recommended resolutions, with all call takers.

E-Services Management

Integrate AMANDA RFS with your domain’s web portal through AMANDA Public Portal and give your citizens and businesses and additional service delivery channel. With AMANDA RFS’s InfoLibrary you can create content and categorize information for publication online and to share with call takers.

Performance Management

Manage and record performance metrics such as Average Call Time, Calls/Day or Average Wait Times, to assess your call center’s efficiency and effectiveness. AMANDA RFS’s metrics also help you better understand the nature of complaints and service inquiries in order to address other organizational issues.

311 Integration

AMANDA RFS seamlessly integrates with your existing 311 system to capture call details directly in AMANDA.

Questions or Comments? Contact An Expert »

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AMANDA Public Portal

AMANDA Public Portal helps you provide citizens and businesses with a single point of access for all online services.

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Case Studies

  • Province of Nova Scotia

    Learn why Service Nova Scotia & Municipal Relations' use of AMANDA for management of business processing needs was expanded to several other agencies and ministries in the province.

    Read The Study »

  • Northwest Territories

    The Northwest Territories adopted AMANDA to record permit applications for elevators, boilers, pressure vessel and electrical installations. AMANDA is also being used to administer licenses to electrical workers, gas fitters, welders and operating engineers.

    Read The Study »

  • Province of Newfoundland

    AMANDA is used in Newfoundland's Crown Lands Division for plan review, inspections and authorizing use on Crown Land.

    Read The Study »

What Our Clients Say

  • "You guys are geniuses! That is the exact solution that we needed. Thanks for the help."
    Noel Yunginger,
    City of Portland, OR
  • CSDC did an amazing job of taking what we feel are complex business rules, and breaking them all out into their component parts....We really couldn’t see how this could be accomplished in less than several months, but it truly appears that you have the basics of our business well in hand.
    Margaret Armagost, Administrative Assisstant, Iowa Board of Nursing
    State of Iowa
  • "Your professionalism, expert knowledge of the system and the business, and your adept facilitation enabled a thorough and complete assessment of our current operation. You have helped to engage our team in looking forward to some critical evolutionary steps with the product, the business and the associated governance."
    Leslie Looker, Project Development Advisor
    City of Kitchener, ON
  • "Support do a wonderful job. The quality of their work is high."
    Kimberlee Miller, Application System Administrator
    Jefferson County CO
  • "The system saves us 10-15 minutes per permit at the counter. Although we were closed on Veteran’s Day, our online system still issued 15 permits."
    Bill Gunther, Project Manager
    City of St. Paul MN
  • "We had very short timelines and our request for assistance was answered timely and professionally. We have been running in a live environment for over two weeks, and we have had very few technical glitches (if any). Again, I want to thank you and CSDC Systems for being supportive and professional."
    Catherine Baldelli, Coordinator, Business Systems
    Town of Milton, ON
  • "I’m very pleased with how well CSDC is doing. We really appreciate AMANDA."
    Leo DeLoyde, General Manager
    City of Burlington ON
  • "CSDC continues to make giant strides in improving their customer support, and I believe it is among the best in that area when comparing it to other software application providers. Most suggestions for future improvements are acted upon and incorporated immediately."
    Craig Wilson, Supervisor of Applications, Information Systems
    Town of Whitby ON
  • "We have benefited greatly – AMANDA has been a big part of this."
    Karen Wingate, Assistant City Treasurer
    City of Burlington VT
  • "[CSDC provides] support like no other software company we deal with. Great response time, ability to search past issues experienced by other clients to get answers to our problems/queries, Availability of use of forum to seek advice from other clients directly. All of these factors combined provide us with an outstanding service level that is second to none!"
    Kathy Nesbitt, Application Analyst / Database Co-ordinator
    City of St. Catharines ON
  • "AMANDA is part of our overall initiative to automate processes throughout the city."
    Karen Sharp, Project Office Manager
    City of Austin TX
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