Unisys Project with City of Philadelphia Wins Government Computer News Award for Public Sector Innovation
Cloud-based customer relationship management project recognized for expanding access to city services over a range of communications channels
BLUE BELL, Pa., August 26, 2015 – Unisys Corporation (NYSE: UIS) today announced that the City of Philadelphia's Philly311 customer relationship management (CRM) project, implemented under a contract with Unisys, was selected for a Government Computer News (GCN) Award honoring public sector IT innovation. GCN selected Philly311 for the award based on its success in improving citizens' access to government services.
"Philadelphia's 311 solution is not an everyday customer relationship management system," wrote Paul McCloskey, senior editor at GCN. "Philly311 expands citizen access to services via an 'omni channel' of telephone, mobile and social media. In turn, the CRM platform generates data to give city agencies and service departments digital feedback, including data for budget allocations and requests for staff and equipment increases."
Unisys served as systems integrator on the project to upgrade the city to a more flexible and robust cloud-based CRM solution. The new system expands citizens' access to city services via a wide range of communication channels including telephone, Internet, the Philly311 mobile app, and social media such as Facebook and Twitter.
"Unisys congratulates the City of Philadelphia on this well-deserved recognition of its innovative use of technology in improving service to citizens," said Mark Forman, global head of public sector at Unisys. "The City is setting new standards for customer service, and it is impressive to see the public championing use of the new tools as they see improvements in the quality and timeliness of responses to their requests."
Launched in February 2015, the system gives Philadelphia residents the ability to use their smartphones or social media to request non-emergency assistance from city agencies, as well as relay photos to city workers for more efficient responses to service requests while getting real-time status updates on their requests.
"The City of Philadelphia is dedicated to fostering a city-wide culture of innovation," said Rich Negrin, managing director for the City of Philadelphia. "Our robust CRM solution is one of many ways that we work to respond to the needs of our citizens and make Philadelphia a more connected, welcoming, world-class city. I am proud of the team for doing such an outstanding job with the implementation and public rollout of the new Philly311 customer management system, and I want to thank Unisys for a job well done."
Rosetta Carrington Lue, chief customer service officer for the City of Philadelphia, said, "The City of Philadelphia constantly strives to improve services so all citizens have easy, direct and transparent access to their government. We are honored to be recognized by GCN for our CRM solution, which allows us to better serve citizens, business and the visitors that rely on us. Unisys has done a great job integrating our new CRM, so we can continue to meet our customers' needs across multiple channels and without interruption."
For more information on Philly311, visit phila.gov/311. Follow Philly311 on Twitter and on Facebook.
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Kent Sholars, Hill & Knowlton for Unisys, 281-744-0170