Imrieħel, Malta
+356 2144 2019
info@lornit.com
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Customer Care System

Lornit - Governance icon

Customer Care System

for Local Councils


Customer care is arguably a primary aim of any Local Council. As standards for customer support are increasing and as people are expecting more and more out of institutions like local councils, it is imperative that local councils upgrade their business processes and turn to better technology for improvement.

We Aim

  • Enable local councils manage installations and road works across their locality through latest technology.
  • Empower the local councils to manage the cost of each installation and be in a position to enforce warranty agreements, identify the better sourcing deals and therefore lower the cost of the lighting system over all.
  • Help the local council to identify and resolve recurring problems.
Lornit - Customer Care System - Laptop view

While not necessary, it is expected that initial support is required to setup the lighting management system initially with the information that currently exists on paper or on a digital document or doesn't yet exist at all.

If the information does not exist yet we can also offer to collect such information physically from the streets.

These services will be offered on request.

  • The Lighting Management System will be delivered within four weeks from order.
  • The delivery of additional services will be quoted for separately depending on the size of the council and the information available.

The pricing mechanism is similar to the other systems being offered. The logins (user accounts) on the system can be shared between systems and configured to what best suits the local council.

1st Login: €110 per month
2nd Login: free
3rd Login onwards: €55 per month.

All prices are exclusive of VAT.
Additional Services
Additional services related to the setting up of the initial system, via data collection, digitisation, data import, etc.. will be quoted for on request.

Features

  • Geographical (map based) view of incident reports from the locality, that can identify at a high level, specific areas of recurring incidents and the geographical distribution of incident reports in general.
  • The road network (from google maps) to act as an underlying dataset to aid with the management of the incidents.
  • Facility to add and update incidents from a geographical, easy to use interface, with full view of other incident reports.
  • Facility to manage the problem; accept the complaint, give instruction to a contractor, schedule inspection, record inspection results, respond back to the person with updates and closure report etc.
  • Facility to define the instructions that personnel should follow for each and every incident.
  • Management of incident resolution costs.
  • Management of incident resolution timeframes.
  • Management of contractors.
  • Reports according to ageing, priority, source and type.
  • Dashboard - showing incidents list, their status and pins on map.
  • Other features as required.

In addition to the features specified above:

  • System will be seamlessly integrated with other Lornit systems being offered to Local Councils.
  • System will be charged for on pay-per-use basis using cloud computing. User accounts can be shared with other systems.
Lornit - Customer Care System - Laptop view

Agreement and Terms

It is not the scope of this proposal to go through the full agreement & terms, but here we're summarising some points that we think are important for every local council.

Support

As to supporting our solution we offer most of the support required to make best use of our software free of charge. However there are cases where our clients require specific services over and above the software that we provide and in that case we quote for such services separately. Again we emphasise that software development is free of charge and we only charge for the additional services that are not related to the creation of software such as on-site support, data entry services, and digitising services.

Functionality

We aim to provide all related functionality as required by our clients as part of the package and we create any functionality recommended by the customer. We agree on time frames on feature by feature basis depending on the demand for each particular feature.

Data

Ownership of Data:

The customer is the sole owner of the data. Lornit will just provide the necessary support to ensure the customer is able to manage security, usability and integrity of the data. The customer may request additional Logins and separate access rights between logins. The customer, as the sole owner of the data may also request a digital copy of the data as contained within the database and it shall be provided.

Data Protection:

It is the customer's responsibility to use/manage/share the data in line with the data protection act. Our responsibility is to ensure that the data is secured and to prevent unauthorised access to data through illicit means.

Contract

Pay-per-Login:

Our pricing strategy is different from the typical IT company. We provide "software as a service" complete with support and we charge for the number of "users" who access our software. Special discounts always apply according to the duration of the contract, payment terms and other factors.

*Our services (logins) are chargeable quarterly or yearly in advance.

Termination:

The customer may or may not opt not to renew the service after the contract expires. In case of non-renewal the logins will be deactivated and the customer may request for the data to be extracted and handed in digital format to the customer. Such service shall be charged for at an hourly rate.