311 Modernization Solution for a Local Agency
Project Overview
Client: Local Agency – Citizen Services
Industry: Public Sector
A Local Agency initiated a modernization effort to adopt Salesforce Public Sector Solutions as its enterprise-wide platform. As the first phase of this transition, the agency sought to improve its Citizen 311 services by replacing its legacy CRM system with a unified case management solution. The goal was to streamline how citizen requests and complaints were captured, routed, tracked, and resolved—ultimately improving service quality and constituent satisfaction.
Goals
Enhance Citizen Service Experience
Implement an intuitive portal to allow residents to easily submit and track service requests.
Modernize Case Management
Enable efficient case routing, handling, and escalation through a configurable CRM-based solution.
Integrate Key Systems
Support seamless data exchange through integrations with GIS, telephony, and email systems.
Improve Operational Insights
Equip agency staff with real-time dashboards and reporting for better oversight and performance tracking.
Approach
Citizen Portal Development
Built a Salesforce Experience Cloud portal allowing residents to submit service requests, report issues, and track status updates.
Case Management Configuration
Implemented Salesforce Public Sector Solutions to support case creation, classification, assignment, and routing based on location, issue type, and priority.
Workflow Automation
Designed automated workflows to improve resolution times, support escalations, and standardize how cases are processed across departments.
GIS & System Integrations
Enabled location-based service tracking by integrating GIS data and connected the solution with telephony systems and Outlook for unified case intake.
Reporting Enablement
Configured dashboards and reporting tools to give staff immediate access to meaningful metrics, trends, and case insights.
Results
Streamlined Request Intake
Citizens can now easily submit and monitor complaints or service requests through a user-friendly online portal.
End-to-End Case Visibility
A fully integrated case management system provides complete tracking from intake through resolution.
Improved Operational Efficiency
Automated workflows and intelligent routing significantly reduced manual effort and improved response times.
Location-Based Insights
GIS integration enabled staff to visualize and act on location-specific service needs.
Future-Ready Platform
The modern architecture positioned the agency for scalability and additional Salesforce-based use cases in future phases.
Enhanced Reporting & Transparency
Dashboards and real-time analytics improved decision-making and provided better visibility to leadership teams.
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