The Business Challenge
- Engage citizens via a diverse range of communication channels including telephone, Internet, mobile and social media such as Facebook and Twitter.
- Empower city employees with immediate access to information they need to provide better service.
Unisys Application Services to deploy a multichannel, social media enabled, Salesforce.com CRM platform with advanced reporting capabilities; integrated it with the city website and mobile app, multiple city work order systems and the city’s geographic information system (GIS).
Results and Benefits
- Broader citizen engagement by providing flexible engagement, i.e. through mobile phones, for a wide variety of services and information requests
- Enabled real-time collaboration between city and employees, providing visibility and actionable data to resolve citizen requests
- Improved visibility for city officials to service priorities through geo-tagging of locations and advanced reporting features from complaints registered by citizens