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Problem
Fragmented paper-based processes and inefficient data management
Pincourt, a small city outside Montreal, was burdened by outdated, manual processes that relied heavily on paper forms and spreadsheets.
When we spoke to Cynthia, she told us that various departments of the city often duplicated efforts, passed documents from one team to another for signatures and had to manually enter data.
That led to inefficiencies, errors, and a lack of timely access to critical information.
These processes were especially problematic in the fire department, where tracking certifications, training renewals, and shift assignments for over 80 firefighters became nearly impossible.
The existing solutions that Cynthia was using with her team? Expensive and outdated. In fact, they were paying $45,000 a year for a simple database that had no automation capabilities.
Cynthia knew that she had to fix some of these processes, otherwise the city would have compliance risks and operational blind spots.
Q1
Solution
Automated and Centralized City Operations using SmartSuite
To address these challenges, Cynthia implemented SmartSuite for Pincourt, starting with a digital employee portal for the fire department and quickly expanding to other city divisions.
The new system automated shift scheduling, centralized training records, digitized equipment ordering, and enabled real-time collaboration through customizable portals.
Automation features allowed staff to trigger notifications, manage work orders, and streamline communication with both employees and citizens.
For example, Pincourt's firefighters were able to volunteer on shifts, and both the bosses and dispatchers had the information from the database about it when they were allocating tasks to firefighters.
This helped Cynthia eliminate the need for manual follow-ups and redundant paperwork.
This unified platform not only improved internal workflows for the firefighters and Public Services department but also empowered citizens to submit service requests online, which were automatically routed and tracked through completion.
Q2
Results
Improved Eefficiency, Transparency, and Service Delivery
Cynthia has empowered firefighters and city employees to operate from a single, user-friendly platform to help them reduce manual tasks and errors.
But the real result is that all of their information is now accessible and up-to-date, improving transparency and collaboration across departments.
For example, she explained to us, if a dog is lost and if the owner has a dog license, it’d be linked to their address as well. That means if Public Security were to find a dog on the street, it’d be easy for them to identify the dog and bring it back to the owner since they have the address.
Citizens of Pincourt now experience faster, more reliable service, with requests and follow-ups managed automatically from SmartSuite’s Forms.
This centralization of data enables Cynthia and her IT department to make better decisions and ensure compliance, as all records are linked and easily retrievable.
Cynthia was also able to retire some of the Ville de Pincourt’s existing software solutions that they were using, including the $45,000/year database subscription that they had, as well as a few other tools, saving them tens of thousands of dollars a year.
Q3
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