FICTIONAL TRAINING FILE - The City of Fernhollow, its staff, residents and data are invented for the CPS HR Microsoft 365 Copilot workshop. Do not use real work data.

PEER PRACTICES SCAN - SERVICE REQUEST INTAKE
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Prepared by: Jordan Ekwueme · September 2026 · Fictional peer jurisdictions

We spoke with staff in three fictional peer jurisdictions about how they handle service-request intake.

Town of Alderbrook
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Added a single triage desk in 2025. Staff report that re-routing 'dropped noticeably' but have not measured it. Text-message status updates are sent at acknowledgment and closing.

Cedar Point County
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Uses a portal-only status page. Staff said older residents call the main line to ask for status, which adds phone volume.

Ridgemoor Valley Water District
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Uses a rotating 'first responder' analyst for intake. Reported that triage may work best with at least two trained staff per shift.

Our read
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Triage appears promising, but peer results are self-reported and not measured. Portal-only updates may disadvantage residents who prefer phone or text.
