Fontana 311
Launch Boosts Communication & Customer Service
In the rapidly evolving urban landscape, Fontana faced the challenge of efficiently managing interactions with their extensive customer base of approximately 240,000 residents and numerous businesses. Fontana identified the need for a centralized system to manage a wide range of requests, from permitting to street maintenance. The implementation of a 311 system was undertaken to streamline communication, enhance service delivery, and build stronger relationships with the community.
3X
Case Volume
Increase
36%
Resolution Time
Decrease
4X
Customer wait time
Decrease
2X
Agent Productivity
Increase
Challenges
Overwhelmed by High Volume of Requests
The 311 system struggled to handle a significant increase in the volume of service requests, often exceeding its capacity to process and address issues promptly. This led to delays in response times and a backlog of unresolved requests, frustrating residents and reducing overall satisfaction with municipal services.
Fragmented Data and Inefficient Workflows
The system lacked integration with other municipal technologies, resulting in fragmented data and disjointed workflows. This fragmentation made it difficult for staff to access comprehensive information and coordinate effectively, leading to inefficiencies and a slower resolution of service requests.
Outdated User Interface and Limited Functionality
The 311 system featured an outdated user interface and limited functionality, making it challenging for residents to navigate and utilize the system effectively. This contributed to a decline in user engagement and satisfaction, as residents found it cumbersome to submit and track their service requests.
High Maintenance and Operational Costs
Maintaining and supporting the legacy 311 system proved to be costly and resource-intensive. The system required frequent updates and repairs, diverting valuable funds and personnel from other critical areas of municipal operations and innovation.
Solution
Adoption of Salesforce Service Cloud
The city deployed Salesforce Service Cloud to enhance and automate the handling of service requests. This solution featured advanced case management, workflow automation, and real-time tracking capabilities, which collectively boosted response times and operational efficiency.
Integration with Other Technologies
The new system was integrated with various technology platforms including ArcGIS, Microsoft Azure, Paypal, Tyler Munis. AWS IVR integration for request creation
Sprout social integration to create cases from social media platforms facebook, instagram and X(Twitter).
Deployment of Salesforce Experience Cloud
To enhance user experience, StackNexus leveraged Salesforce Experience Cloud, which created an intuitive portal for residents and businesses. This portal offered self-service functionalities, allowing users to independently submit, monitor, and manage their requests.
Migration to Cloud-Based Infrastructure
Transitioning to Salesforce’s cloud-based infrastructure alleviated the maintenance challenges associated with the outdated system. The cloud environment provided automatic updates, scalability, and improved security, keeping the system up-to-date with the latest technology.
Training and Change Management Initiatives
Extensive training programs were implemented for both municipal staff and users to ensure a smooth transition to the new systems. Change management strategies were employed to address any resistance and highlight the benefits of the new solutions. Ongoing support and feedback mechanisms were established to promptly address any issues and continuously refine the system based on user input.
Outcome
Streamlined processes and enhanced communication led to faster response times and increased productivity within municipal departments. Improved workflows and information exchange allowed staff to handle requests more efficiently and resolve issues promptly. Better coordination among teams further boosted overall performance and service delivery.
Transparent communication, timely service delivery, and effective feedback integration significantly increased satisfaction among Fontana's residents and businesses. These improvements ensured that residents and businesses were kept informed, received prompt responses, and had their input considered, enhancing their overall experience with municipal services
Access to historical interaction data facilitated informed decision-making and strategic planning, allowing for more effective responses to community needs. By analyzing past interactions, municipal leaders were able to identify trends and anticipate requirements, improving their ability to address and prioritize community issues.