Solutions Overview

Municipal issues rarely belong to a single department — service requests, councillor inquiries, and escalations often span multiple teams and systems. Our Council, Case & Inter-Department Collaboration solution provides a centralized case and service management platform that enables departments to work together seamlessly, while giving leadership clear visibility into progress, accountability, and outcomes.

Centralized case management for internal service requests
Secure intake and tracking of councillor inquiries and escalations
Cross-department collaboration with shared context and history
Configurable workflows and ownership across teams
Consistent service tracking and resolution management
Executive dashboards for oversight, trends, and accountability

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Real world Experience — 25₊ Years working experience

The Municipal Challenge

Municipal service issues and council inquiries often cross departmental boundaries, creating coordination challenges and accountability gaps.

Without a shared system, teams rely on emails and manual follow-ups, making it difficult to provide timely responses to council, maintain consistency, and demonstrate service performance.

Cases spanning multiple departments with unclear ownership
Limited visibility into councillor inquiries and escalations
Inconsistent responses and follow-up across teams
Difficulty reporting on outcomes and timelines to leadership

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How It Works

Case & Inquiry Intake

Council inquiries, resident escalations, and internal service cases are captured in a centralized system, ensuring consistent intake and complete context from the start.

Cross-Department Collaboration

Cases are shared across departments with defined ownership, enabling teams to collaborate, coordinate actions, and avoid duplication or missed handoffs.

Standardized Workflows & Tracking

Configurable workflows guide cases through review, action, and resolution stages, ensuring consistency and accountability across the organization.

Leadership Visibility & Reporting

Dashboards provide leadership with real-time insight into case volumes, response times, escalations, and cross-department performance metrics.

Outcome and Values

Stronger Governance

Clear ownership, tracking, and reporting support consistent responses, accountability, and reduce governance and political risk.

Improved Coordination

Shared visibility and standardized workflows break down silos between departments and improve collaboration across municipal teams.

Clear Executive Insight

Reliable data enables leadership to respond confidently to council inquiries, identify systemic issues, and support evidence-based decisions.

Why Upcrest Digital?

Upcrest Digital delivers practical, Salesforce-based case and service management solutions designed for the governance and operational realities of Canadian municipalities. Our approach focuses on adoption, clarity, and scalability — enabling municipalities to improve collaboration without adding complexity.

Deep understanding of municipal governance workflows

Proven Salesforce Public Sector service management expertise

Adoption-first design for staff, managers, and leadership

Solutions that integrate seamlessly with other resident services

Council, Case & Inter-Department Collaboration