A United States county implemented a centralized 311 environment for resident enquiries and departmental service requests.
Engagement at a Glance
Organization
United States county government
Industry
Public Sector
Solution
311, CRM Modernization, Knowledge Management
Platforms
Email-to-Case, GIS, Salesforce
OUTCOMES AT A GLANCE
A connected experience designed around the business need
Centralized county-wide enquiry and request handling
Standardized 20 service-request workflows
Added knowledge, GIS context, migration and operational reporting
ENGAGEMENT OVERVIEW
Understanding the organization and the scope
Organization Profile
The county coordinates resident services across multiple departments and requires structured intake, routing, knowledge, geographic context and operational reporting.
Engagement Scope
Implementation management for a Salesforce 311 CRM supporting 20 workflows, agent and email intake, Knowledge Management, GIS mapping, migration, reporting and role-based training.
THE CHALLENGE
What needed to change
Resident enquiries needed to be captured and tracked consistently across departments, channels and geographic service areas.
Business Challenge
The county needed one environment for resident enquiries and service requests. Agent-assisted and email submissions required structured capture and routing. Service personnel needed knowledge and geographic context, while leadership required operational reporting. Historical data had to remain available after transition.
Operational Impact
Inconsistent routing and limited visibility could delay ownership, make follow-up difficult and prevent departments from working from a common record of resident activity.
A Salesforce 311 CRM standardized 20 workflows and combined agent and email intake with knowledge, GIS and reporting.
Solution Overview
The implementation configured a centralized Salesforce 311 model for 20 service-request workflows. Agent-based capture and Email-to-Case brought requests into structured processes. Knowledge supported consistent responses, GIS mapping added location context, migration preserved historical information and reports supported operational oversight.
DELIVERY APPROACH
From requirements to a coordinated release
Delivery Management
Defined intake and routing; coordinated workflow configuration; managed knowledge and GIS requirements; oversaw migration; coordinated reports and testing; and delivered training by user role.
Process Improvements
Standardized request capture, classification, departmental routing, geographic review, ownership and status reporting.
The county gained centralized request handling, 20 standardized workflows, improved geographic context, preserved legacy information and role-appropriate training.
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