Better living conditions of New York City Residents with CENDS

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Enabling New York City’s Office of Special Enforcement (OSE) to conduct targeted mobile inspections to improve safety and living conditions for New Yorkers.

the story

The OSE is a multi-agency task force responsible for protecting the City communities from illegal and unregulated industries, such as rental properties with sub-optimal living conditions and illegal activities in bars, clubs, and massage parlors.

OSE enforcement teams include members from the Department of Buildings, Fire Department, Department of Finance, and the Police Department, working with the legal and research teams from the Law Department. Together, these agencies enforce various laws and regulations, including City Codes and the New York State Multiple Dwelling Law.

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the challenge

Previously, complaints regarding residential housing and businesses, including bars, clubs, and massage parlors by New York City residents were recorded and processed manually. This method lacked centralized, real-time access to the data, preventing field inspectors in the field from taking immediate action.

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the solution

Together with Nagarro, OSE developed a comprehensive case management system, CENDS, that automates the entire business process for OSE, from case logging to triaging, assignment, tracking, and closure. Built on the Microsoft Dynamics 365 CRM cloud platform, CENDS integrates data from various City agencies using NYC OpenData, provides dynamic inspection routing using NYCityMap (made by ESRI), enables mobile (including offline) inspections via Dynamics 365 Field Service Mobile App (made by Resco) and includes SharePoint-based document management and Power BI-based reporting and data visualization capabilities.

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the outcome

CENDS has empowered New Yorkers to ensure better living conditions and safer neighborhoods by ensuring swift resolution of complaints and holding landlords and business owners accountable. With CENDS, residents have the power to demand change and create a community where their voices are heard and their concerns are addressed promptly.