The SMART® City 311 Citizen Service Center

Fort Wayne

City

200+

City Staff

2M+

Citizens

11,500

Transactions/mo

SMART® City 311 - Enhancing Citizen Services in Fort Wayne

Challenge

The City of Fort Wayne struggled with an outdated legacy system that limited service efficiency and citizen engagement, requiring a seamless transition to a modern solution that integrated multiple communication channels while ensuring security and continuity during the upgrade.

Solution

The solution replaced the legacy system with a SMART® City 311 platform, providing multi-channel support and an intuitive citizen portal to enhance service efficiency.

Result

The SMART® City 311 solution transformed service delivery in Fort Wayne, managing 1M+ annual transactions for 600K+ citizens. It enabled seamless multi-channel support, improved efficiency with strong integrations, and enhanced accessibility through a unified portal and mobile apps earning multiple awards.

Key success factors: Legacy system replacement, multi-channel support, an intuitive portal, robust integrations, and dynamic agent scripts.

Solution Summary

Key Features

  • Enables Citizens to search, create, track, subscribe, print and email Service Requests.
  • Configurable COTS application with advanced queue management system and intelligent case/issue routing and assignment.
  • 50+ user roles and hierarchies.
  • Highly intuitive Citizen portal and mobile app(s) to provide the latest information and to allow Citizens to easily submit and track service requests.
  • Intelligent and dynamic agent scripts to assist City call center staff to provide accurate and consistent responses to Citizen inquiries.
  • Responsive Agent Portal to allow City staff to address issues via mobile devices.
  • A-Z index of Knowledge Base articles to help both City staff and Citizens.

Configurable features such as workflows, workspaces, business rules, guided assistance, notifications, social media interactions, and reports and dashboards.

Departments and Service Types

Solid WasteSewerFireParking ControlStreetsAnimal Care & ControlNeighborhood Code EnforcementStreet LightingSign ShopSignal ShopRight of WayParksProperty ManagementWater FiltrationInformation Ticket

Multi-Channel for Customer Engagement

Citizen, Agent and Department Web Portals, Mobile App (iOS and Android), Telephone (CTI/IVR), Agent Portal, Email, Chatbot, Walk-in, social media.

3rd Party Integrations

10+ integrations (real-time and batch-mode). Key 3rd party integrations: GIS (ESRI, Google Maps), CTI, Accela, Hansen.

Project Highlights

  • Transaction and service capacity: Over 1 million/year
  • Citizens (end users): Over 600,000
  • Agents/City staff: Over 100; Roles: Over 36
  • Real-time and batch-mode integrations (CTI, IVR, GIS, etc.): Over 10
  • Built integrations to external systems such as Accela and Hansen
  • Developed native mobile applications for iOS and Android
  • Profile-based user interface
  • Highly secured FISMA-compliant NIST-certified application
  • Advanced queue management system
  • 360-degree view of customer data in real-time
  • Languages: English and Spanish

The entire legacy system built on LAGAN Version 7.0.5 was replaced with our SMART® City 311 solution built on the Oracle Service Cloud.

Awards

This project has won several prestigious awards:

Constellation SuperNova Award — Fort Wayne SMART City 311

Constellation SuperNova Award

Game Changer Award — Oracle Modern CX Conference

Game Changer Award

TMC Customer Experience Innovation Award

TMC Customer Experience Innovation Award

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