Customer Success Story

The SMART^® City 311 Citizen Service Center

Enhancing citizen services for the City of Fort Wayne, IN

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The City of Fort Wayne struggled with an outdated legacy system that limited service efficiency and citizen engagement, requiring a seamless transition to a modern solution that integrated multiple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 for Fort Wayne, handling over 1 million transactions annually and serving over 600,000 citizens. Its multi-channel support enabled seamless interactions via phone, email, chat, social media, and mobile apps, while the intuitive citizen portal allowed residents to easily raise and monitor service requests. Robust integrations streamlined operations for city staff, and dynamic agent scripts improved response accuracy. The 360-degree view of customer data facilitated personalized service, and native mobile apps ensured accessibility. The project received multiple prestigious awards, underscoring its success in enhancing public service delivery.

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

Next Generation Customer Experience â€” October 2017

Game Changer Award

Oracle Modern CX Conference, Las Vegas â€” 2017

TMC Customer Experience Innovation Award

Year 2016

The SMART® City 311 Citizen Service Center