Citizen Portal, 311 and Customer Service Transformation
A regional municipality introduced a connected 311, CRM and citizen-portal environment to coordinate resident interactions and service delivery.
Engagement at a Glance
Organization
Regional Canadian municipality
Industry
Public Sector
Solution
311, Citizen Portal, CRM Modernization, Process Automation
Platforms
ArcGIS, Cartegraph, Microsoft 365, Salesforce
OUTCOMES AT A GLANCE
A connected experience designed around the business need
Centralized resident interactions and service-request information
Introduced digital self-service supported by 20 request types
Connected customer service, GIS, work management and mobile field access
ENGAGEMENT OVERVIEW
Understanding the organization and the scope
Organization Profile
The municipality manages resident enquiries and service requests across customer-service, departmental and field teams. Delivery depends on geographic information, work-management coordination and accessible digital services.
Engagement Scope
Implementation management for a Salesforce municipal CRM, 311 and portal supporting 20 request types, knowledge, automation, GIS, work management, Microsoft 365, migration, mobile access and reporting.
THE CHALLENGE
What needed to change
Resident interactions and operational service activity needed to be centralized without disconnecting digital intake from field delivery.
Business Challenge
The municipality required a single environment for citizen interactions, 311 processes and online self-service. Twenty service-request types had to be standardized, automated and connected to the systems used for mapping, operational work and collaboration. Historical information needed to be migrated, and field users required mobile access.
Operational Impact
Fragmented handling would limit end-to-end request visibility and make it difficult for residents, contact-centre personnel and field teams to work from consistent information.
Key Requirements
Twenty service-request types; citizen portal; knowledge articles; automated processing; Cartegraph, ArcGIS and Microsoft 365 integrations; data migration; mobile field access; mapping; reports and dashboards.
THE SOLUTION
How the challenge was resolved
A Salesforce municipal CRM and portal centralized 311 intake, automated request handling and connected field operations and mapping.
Solution Overview
A Salesforce-based municipal CRM and 311 solution was implemented as the system for customer interactions and service requests. The citizen portal introduced online self-service, while 20 request workflows and knowledge articles standardized handling. Cartegraph, ArcGIS and Microsoft 365 integrations connected operational, geographic and collaboration information. Data migration preserved relevant history, mobile access supported field personnel, and reports and dashboards improved operational visibility.
DELIVERY APPROACH
From requirements to a coordinated release
Delivery Management
Defined the service model; coordinated portal and workflow delivery; managed integration and migration workstreams; supported mobile and mapping requirements; coordinated testing and training; and managed deployment readiness.
Process Improvements
Standardized the journey from resident submission through classification, routing, operational fulfilment, status visibility and reporting.
Platform Integration
Cartegraph for operational work management, ArcGIS for maps and geographic context, and Microsoft 365 for enterprise collaboration.
TECHNOLOGY AND ARCHITECTURE
Connected platforms supporting the solution
Salesforce CRM, 311 case workflows, citizen portal, Knowledge, automation, mobile access, reports and dashboards, integrated with Cartegraph, ArcGIS and Microsoft 365.
ArcGIS, Cartegraph, Microsoft 365, Salesforce
Connected resident-service journey from self-service intake through operational fulfilment and reporting.
BUSINESS OUTCOMES
What the engagement enabled
The municipality established centralized resident-interaction management, digital self-service, automated workflows for 20 request types, better field connectivity and a reusable platform for expanding 311 services.
Planning a similar transformation?
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