Chicago, IL – Catalyst Consulting Group, Inc. (Catalyst) is pleased to announce it was recently awarded a contract with the City of Chicago Department of Innovation and Technology (DoIT) to implement a new Customer Relationship Management (CRM) solution to replace the current Chicago 311 system. The new 311 system, built on the Salesforce platform, will increase city transparency, improve the city-resident relationship, and foster communication and collaboration between city departments.
In 1999, the city implemented its current 311 system. Built as a “one-stop-shop” for resident-access to all city and non-emergency services, the system eliminated the need for a number of smaller, departmental call centers. The centralized Chicago 311 system freed up city departments and allowed them to focus on resident requests and department-specific work. Nearly 20 years later, the system is ready for an update.
Catalyst has been selected to develop and implement the new Salesforce-based Chicago 311 system. Developing the system on Salesforce, the world’s top Customer Relationship Management (CRM) platform, provides the city with access to the most modern and advanced toolbox in the industry. With the new cloud-based system, city departments can improve their internal workflows by automating manual processes and integrating with the external systems on which they depend.
Operating on the current Chicago 311 system, departments lack the ability to communicate and collaborate easily on issue resolution. Today, if a service request submitted by a resident requires work from more than one city department, the work is handled separately and the transfer of work is not visible to the resident. As a result, resident updates are segmented, inconclusive or non-existent. On the new system, Salesforce’s robust work order management facilitates inter-departmental service request transfers and communication, decreasing the total time it takes to complete a request and provides a holistic view of the work required to satisfy any request.
Most importantly, the new Chicago 311 system will provide the city with the tools it needs to improve communication with its residents. With increased collaboration between city departments, residents will be able to track their service request from start to finish and access personalized user profiles to check the status of their request at any time. To accompany the internal Salesforce solution, Catalyst is developing a public-facing website and mobile application for residents where they can opt-in to receive real-time updates and push notifications on their request. Through these improved communication channels, residents can better communicate their needs to the city and the city is well-equipped to listen.
Catalyst has worked with the City of Chicago on various engagements for over a decade and is excited to continue to grow and strengthen its relationship with the city.
About the City of Chicago – Department of Innovation and Technology
The Department of Innovation and Technology (DoIT) is the City of Chicago’s central IT organization, providing a number of technology and telecommunications services to departments, the Mayor, Aldermen, residents, businesses and tourists.
DoIT supports Mayor’s Emanuel’s vision to realize Chicago’s potential as a city where technology fuels opportunity, inclusion, engagement, and innovation for all by:
• Facilitating creative thought to improve existing City processes
• Designing and implementing systems to power processes and services
• Leveraging data to drive decision-making and improve City service delivery
• Piloting and evaluating new technologies
• Producing and contributing to open source projects
• Supporting public access to technology at City facilities
• Building strategic partnerships
Salesforce is the world’s #1 Customer Relationship Management (CRM) platform. Our cloud-based applications for sales, service, marketing, and more don’t require IT experts to set up or manage — simply log in and start connecting to customers in a whole new way.
About Catalyst Consulting Group, Inc.
At Catalyst, building meaningful, valuable connections with our clients and partners is just as important as the technology solutions we create. Taking the time to understand the ins and outs of your business isn’t just something we like to use in our sales pitch. It is embedded within the core values of our firm. It is the first step in our business approach and it is how we’ve sustained long-lasting relationships with our clients for the past 24 years.
Each member of our team brings an innovative approach to the solutions we develop, is committed to your business and is easily accessible when needed most. Let us be the CATALYST that sets you on the course to success without compromising what makes you, you. For more information please visit our website at: www.catconsult.com.