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PC Club Presentation

Chuck Holland – Information Services

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June 10, 2025

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Laguna Woods Village Digital Service Transformation

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Discussion Points

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  • Digital transforming
  • Meet the new platform
  • Key goals for residents
  • AI-driven innovation
  • Case management
  • Smart work orders
  • New resident portal
  • Preparing for the future
  • What this means to you

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Transforming More Than Technology

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The Challenge

  • Obsolete systems can't support evolving service expectations
  • The need for multiple systems that slow down response times
  • No unified platform for real-time resident engagement

The Reality We Face

  • 18,000 residents
  • 120,000+ service calls
  • 100,000+ annual work orders
  • 60,000+ walk-ins

The Opportunity

  • Streamline operations
  • Personalize service
  • Future-proof resident support

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Meet the New Platform

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  • Microsoft Dynamics 365 Customer Engagement & Field Services
  • Cloud-based and mobile-ready
  • Centralizes all resident and service interactions
  • Replaces outdated paper systems
  • Resident Portal Integration
  • A seamless bridge between you and your resident services

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Key Goals for Residents

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    • Faster Response Times: AI-powered scheduling ensures efficient dispatch
    • More Transparency: Track service requests and work orders online
    • Real-Time Updates: Know when a technician is on the way
    • Less Paperwork: Digital forms, e-signatures, and automatic documentation

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AI-Driven Innovation

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    • AI-powered scheduling selects the best technician for each job
    • Predictive maintenance powered by IoT sensor data
    • Case escalation and SLA enforcement using AI triggers
    • Sentiment analysis on resident feedback to improve service quality
    • AI-powered virtual agents (chatbots) for 24/7 assistance
    • Intelligent dashboards identify trends, inefficiencies, and repeat issues

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How Case Management works

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    • All calls, emails, and walk-ins are logged as 'Cases'
    • Each Case is categorized, assigned, and tracked
    • Follow-ups and notes ensure nothing falls through the cracks
    • Supervisors see real-time dashboards of open issues

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Smart Work Orders in Action

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    • Mobile app for technicians: Receive jobs, upload photos, get signatures
    • Instant updates from the field to the office
    • First-time fix rate improvement through smart routing
    • Offline mode enabled for low-connectivity areas
    • Assigns the right worker based on skillset and availability

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Resident Portal Benefits

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    • Submit service requests from home
    • View request history
    • Get status updates automatically
    • Edit emergency contacts
    • Confirm vehicle registration
    • View event and recreation calendars
    • Pay association dues and fees online
    • Check account balance
    • Review and print statements

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What This Means For You

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    • Higher satisfaction and less confusion
    • Better visibility into your requests
    • No more wondering “Did they get my call?”
    • Empowerment through self-service
    • Additional channels of communication

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Our Motto: No Resident Left Behind!

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Thank You

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    • Join us in embracing this digital transformation.
    • Updates will be provided at lagunawoodsvillage.com
    • Have any questions?

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