Cities across the USA have selected Oracle Service Cloud to rethink traditional 311 services and provide the best possible citizen experience. With Oracle Service Cloud, cities including The City of San Jose, The City of Albuquerque, Sacramento County and The City of Fort Wayne have been able to transform the way they engage with citizens for all non-emergency inquiries and services.
The City of San Jose is the nation’s 10th largest city, with approximately one million residents. To support its goal of becoming America’s most innovative city by 2020, The City of San Jose selected Oracle Service Cloud to launch a new 311 service that could help make it safer, more inclusive, sustainable and user-friendly.
“The Oracle Service Cloud platform has enabled the City to more effectively respond to resident’s service requests,” says Desiree Jafferies, San Jose’s customer contact centre manager. “It has transformed our customer experience, shifting away from a reactive response to a more proactive, real-time, data-driven service environment.”
The City of Albuquerque supports more than 900,000 citizens. To improve efficiency and provide its citizens with the best possible service, The City of Albuquerque selected Oracle Service Cloud to support its 311 service. With Oracle Service Cloud, The City of Albuquerque has been able implement a new conversational interface that allows residents to ask the Alexa voice-activated system to help with a range of requests from finding a lost pet to scheduling a large package pickup, removing graffiti, getting rid of litter or reporting an abandoned car.
“This service allows us to offer residents innovative channels to engage with their city government,” stated Mayor Tim Keller. “Alexa’s conversational user interface is convenient for the community and will help us make the most effective and efficient use of 311 resources. We’re integrating emerging technologies with government to ensure that people from all walks of life in Albuquerque have easy ways to participate with their City and utilize City services.”
Sacramento County supports more than 1.5 million citizens. To provide the best possible service and support to internal agencies and other public constituents, Sacramento County selected Oracle Service Cloud to integrate data from different sources and optimize how residents interact with its 311 service across channels. With Oracle Service Cloud, Sacramento County has been able to automate previously manual processes to free up its communications centre staff to focus more on customer service, collaboration and public engagement.
The City of Fort Wayne, Indiana is home to more than 250,000 citizens. To capture the voice of its citizens and publicly hold city departments and officials accountable, The City of Fort Wayne selected Oracle Service Cloud to modernize its 311 service. With Oracle Service Cloud, The City of Fort Wayne has been able to reduce costs by increasing self-service channels and enabling citizens to engage on their preferred channels, while also reducing average wait times by approximately 60 percent.
“With Oracle, we have been able to connect seven Divisions with 16 different departments and change the game by unifying the entire city’s metrics into one performance scorecard. This not only holds departments accountable for their service performance, but it has also enabled us to move from a reactive to a proactive organization,” said Eric Harris 311 Call Center Manager, The City of Fort Wayne. “Now through our unified system, citizens are able to take a picture of a pothole with their smartphone and we are able to fill it within four hours. The city has also been able to reduce agent training time from three months to three weeks.”
Oracle Service Cloud is part of Oracle Customer Experience (CX) Cloud Suite, which empowers organizations to take a smarter approach to customer experience management and business transformation initiatives. By providing a trusted business platform that connects data, experiences and outcomes, Oracle CX Cloud Suite helps customers reduce IT complexity, deliver innovative customer experiences and achieve predictable and tangible business results.
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