Company Contact: Agency Contact: Debbie Ingram Domenick Cilea UniPress Software, Inc. Springboard PR 732.287.2100 ext.938 732.863.1900 ext.102 dingram@unipress.com dcilea@springboardpr.com For Immediate Release: State and Local Government Organizations Are Using UniPress Software’s FootPrints to Drive 311 Citizen Response Initiatives Minnesota Pollution Control Agency, the City of Atlanta, and the City of West Des Moines Have Deployed FootPrints Web-based Service Desk Software to Centralize and Manage All Types of Inbound “Non-Emergency” Requests Edison, NJ (May 10, 2005) – UniPress Software, Inc., a leading mid-market provider of web-based service desk automation software, today announced that government organizations at all levels are using its FootPrints® web-based service desk solution to drive 311 citizen response initiatives, helping them manage all types of non-emergency-related inquiries, alleviating overburdened 911 operations, and reducing support costs. The Minnesota Pollution Control Agency (MPCA), City of Atlanta, and City of West Des Moines are leveraging FootPrints for their citizen response operations. By design, the FootPrints line of 100% web-based service desk solutions are easy-to-use, comprehensive, affordable, and fast-to-implement without any programming. FootPrints software provides a strong solution for local government agencies to create a 311 citizen response system because the product allows them to centrally track and manage all incoming requests received via multiple communication channels (i.e. phone, email, web, and chat), deliver self-service online, maintain service levels, manage two-way email, manage knowledge bases, and automate reporting. Additionally, FootPrints manages frequently asked questions (FAQ) material for self-service citizen access, and submission of citizen problems. “311 citizen response systems are quickly emerging throughout government organizations of all sizes since they ultimately help reduce costs and provide better service to civilians,” explained Mark Krieger, President of UniPress Software. “FootPrints is well-suited to manage this vital function, as it offers all the features and functionality required to deploy a centralized tracking system at an extremely attractive price point. As our government customers deploy FootPrints, they realize the system’s customization capabilities and flexibility provide unlimited uses to manage all types of request-oriented processes and operations. 311 represents another support tracking and automation application that FootPrints addresses, in addition to many others.” Researchers estimate that 60 to 90% of 911 calls are not emergency calls. According to a study sponsored by the National Institute of Justice, non-emergency 311 call systems can greatly reduce the 911 burden. The potential benefits of implementing a citizen response system are two-fold. First, it allows emergency personnel, such as police officers and firefighters, to concentrate on their respective areas of responsibility, while saving them time and money. Second, citizens are more likely to see their issue resolved if they call a non-emergency number for a problem that does not require immediate assistance. When using FootPrints for 311 citizen response management, all requests logged into FootPrints can easily be tracked throughout their life cycles. The system can be configured to provide citizens with reference numbers to check the status of their issues, as well as deliver email notifications, eliminating issues from falling through the cracks. FootPrints is extremely easy-to-use and does not require any training, enabling agents and citizen customers to use the system quickly. Minnesota Pollution Control Agency – Tracking Citizen Requests for Environmental Services “In the last year alone, we handled about 9,000 service requests through FootPrints,” explained Melissa Wenzel, Pollution Control Specialist at Minnesota Pollution Control Agency, a government agency established in 1967 to protect the state’s environment and regulatory compliance. “With FootPrints, we have the ability to monitor who calls us, how long requests are opened before they are resolved, and what county the inquiry is coming in from. Because the system gives us the flexibility to customize the interface with drop-down menus and fields, we are able to capture more consistent data, ask the appropriate questions, and by doing so, serve our citizens more efficiently.” Using FootPrints as the backbone to this 311 initiative, Minnesota Pollution Control Agency manages inbound requests from business owners and citizens regarding questions related to air quality, tank quality, hazardous materials management, and water quality. In addition, the agency customized FootPrints to track issues related to air, water, and tank quality, as well as hazardous material. City of West Des Moines, Iowa – Managing A Variety of Citizen Requests and Offering Self-service Online In the city of West Des Moines, Iowa, FootPrints is being used to log both internal and external support requests ranging from questions on how to apply for a dog license, to how to obtain alcohol and tobacco permits, to requests for snow and ice removal. Most citizens submit requests in FootPrints through the city’s web site, but the system also tracks and manages issues via phone and email. Depending on how the customer completes the request, the ticket is automatically routed to the city department that handles that particular area. In addition, email notification capabilities within FootPrints are used to acknowledge receipt of requests and keep citizens updated with their status throughout the resolution process. “While most requests were being handled in the past, with FootPrints, we now see that our response and close rates are much faster,” explained Rich Dague, Senior Network Analyst. “Also through the system, citizens now have an opportunity to express their questions, requests, comments, and complaints without being identified (if they so choose), and they now have the capability to track the status of their issues through resolution. So, while citizens may not be able to go ‘fight City Hall’ with their problems, at least they can make sure their requests are being addressed and handled through resolution.” City of Atlanta – Tracking Citizen Requests for Public Works The City of Atlanta has been using FootPrints since 2003 to track public works issues. As the City’s Department of Public Works undergoes various capital improvement projects such as street paving and sidewalk repairs, they use FootPrints to centrally track all queries, questions, and complaints from citizens. With the system in place, they are managing inquiries via phone, email, and the Internet, and have been able to respond to and resolve them quickly. About FootPrints Launched in 1996, FootPrints solutions are in use by more than 2,000 organizations worldwide in a variety of industries, including many government agencies. The government market – at local, state, and national levels – is a key market for UniPress, whose existing government customers include the IRS, DOD, US Navy, City of Ontario, City of Ventura, CA, Los Alamos National Labs, and the Federal Reserve Board. About 311 In 1997, the Federal Communications Commission designated 311 as the national phone number for non-emergency calls. Since then, a number of state and local government organizations have implemented 311 initiatives to reduce an overloaded 911 system – ultimately improving the handling of citizens’ requests for local services. FootPrints and Government Purchasing Options FootPrints software is sold on a license per agent basis and a three-agent start pack is available for $3,995. FootPrints is available on the GSA schedule (contract number GS-35F-0391L) and volume, concurrent, and site license pricing is available. DOD organizations seeking to purchase FootPrints on the GSA schedule should reference CCR number 742065. Discounts for government and non-profit organizations are also available. About UniPress Software, Inc. Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software serving the mid-market, as well as large and small organizations. The company’s FootPrints® product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is used worldwide by over 2,000 corporate organizations, government offices, and educational institutions, including BHP Petroleum, IBM, Kampgrounds of America, UBS Capital Markets, Hunter Fan Company, the IRS, and the University of Pennsylvania. For more information, contact UniPress at 1-800-222-0550, or via the web at http://www.unipress.com. UniPress® Software and FootPrints® are Registered Trademarks of UniPress Software, Inc.   UniPress Software 2025 Lincoln Highway Edison, NJ 08817 732.287.2100/800.222.0550 info@unipress.com