USask / City of Saskatoon CRM Business Analyst Project

The COVID-19 pandemic has had wide and deep effects on City work and finances. The City has had to alter financial projections and planned projects to adapt to the ever-changing economic landscape due to the pandemic. The City of Saskatoon is looking to implement a fully integrated cloud-based CRM system to support our strategic goal to transform the citizen experience with omni-channel service delivery. This project is expected to commence in 2021. The prospective intern will perform the role of a business analyst/financial analyst within the proposed CRM project. It is anticipated that the intern will lead the financial analysis of the CRM project covering the Cost-Benefit implications of implementing the CRM solution for the City. The scope of this analysis can consider avoided legacy system maintenance cost savings, workforce optimization savings, call deflection savings, and case resolution savings. The prospective intern would also be encouraged/expected to provide an analysis of unquantified benefits and additional use cases for the tool beyond the original scope of the project.

Faculty Supervisor:

Trevor Maber

Student:

Partner:

City of Saskatoon

Discipline:

Business

Sector:

Public administration; Utilities

University:

University of Saskatchewan

Program: