Avid Systems, a trusted Microsoft partner and DC Certified Business Enterprise (CBE), is proud to announce the successful implementation of a modern complaint management solution for the Public Service Commission of the District of Columbia (PSC). This cutting-edge system, powered by the Microsoft Power Platform, integrates a public-facing portal for DC residents and an advanced Customer Relationship Management (CRM) platform for PSC employees, dramatically improving how the agency manages consumer complaints and interactions. 

Recognizing the need to enhance public engagement and internal operations, PSC partnered with Avid Systems to develop a solution that is as responsive to DC residents as it is efficient for internal users. The solution includes a public-facing portal where users can submit complaints, provide additional information, and track the status of their issues. On the other side, PSC employees benefit from a modern CRM system that streamlines complaint resolution, improves internal workflows, and allows for efficient management of consumer cases. 

The seamless integration between the public-facing portal and the CRM system allows for a faster, more transparent complaint resolution process. PSC staff are empowered with real-time insights and tools that enhance collaboration and resource allocation, ensuring that consumer issues are addressed more effectively. Built on Microsoft’s Power Platform, the system is scalable, secure, and future-ready, providing PSC with the flexibility to adapt to evolving requirements. 

Maurice Smith, Director of Consumer Services at DC PSC, reflected on the project, stating: 

"We have had the pleasure of working with the Avid Systems team as our technology partner in designing and implementing a new Consumer Relationship Management (CRM) system for our agency. The vision, expertise, and experience of the Project Management Team and the system design group have made an arduous process efficient and seamless, and we are thoroughly pleased and impressed with the finished product." 

Chandra Engle, Director of Sales at Avid Systems, expressed her appreciation for the collaboration, stating: 
"It has been an absolute pleasure working with the Public Service Commission of DC. They are an agency that truly places the comfort and convenience of DC residents first, while also embracing cutting-edge technology to stay at the forefront of innovation. At Avid Systems, we admire their commitment to continuous improvement and are proud to have contributed to their success. We hope to continue our partnership with PSC, supporting their values and helping them achieve new milestones in the future."