Catalyst partnered with the City of Chicago to deliver one of the largest 311 modernization initiatives in North America by implementing Salesforce Government Cloud as the foundation for a new cloud-based service platform. The solution included modern case management, automated routing, field service management, a digital knowledge base, a public-facing Community Portal, and the City’s first citizen-facing mobile application.
Working closely with City stakeholders throughout business process re-engineering, Catalyst expanded online service request capabilities, redesigned the resident experience, integrated the platform with more than 10 external systems, modernized reporting and analytics, improved duplicate management, and introduced greater transparency for both City staff and residents.
Online service request types expanded from 88 to 120, allowing more residents to submit and track requests through the Community Portal and mobile application without contacting the 311 call center. Residents also gained real-time visibility into request status and estimated completion timelines.
Modern case management, automated routing, digitized work order management, and integrations with more than 10 external systems streamlined operations across 33 City departments. The project also reduced graffiti cleanup request scheduling time from up to 60 minutes to just 10 minutes and increased the City’s overall case closure rate from 82% to 94%.
The new platform improved communication between departments while giving residents unprecedented visibility into City services. New features allowed users to monitor neighborhood requests, follow the progress of individual service requests throughout their lifecycle, and better understand how public services were delivered across Chicago.
Improved reporting and analytics give city departments greater visibility into service trends and operational performance.
Built on Salesforce Government Cloud, Chicago’s modernized 311 platform provides a scalable foundation for continued growth. The solution was designed to support additional service request types, future system integrations, and ongoing improvements to resident self-service and City operations as the platform continues to evolve.
