The District of Columbia’s Office of Unified Communications (OUC) is responsible for providing 311 and 911 services to the District’s more than 1 million daily residents and visitors.
In early 2014, the District needed to modernize an aging Motorola-based legacy 311 system to provide easy access to city services across multiple channels (e.g., mobile, web, social).
To support DC’s needs, Incapsulate implemented a Salesforce-based solution using Salesforce’s Service Cloud to handle the city’s more than 150 service request types and associated workflows across multiple departments and agencies. The solution includes an intuitive resident self-service portal built on Salesforce Communities as well as a mobile application that allows citizens to submit requests from anywhere at anytime.
Built on Salesforce’s GovCloud platform for added security, the solution also leverages Heroku and the Open311 protocol and interfaces with multiple internal District systems to support seamless workflow and data exchange across the city.
In support of the launch, Incapsulate migrated more than ten million records of historical data from the legacy 311 system and provided training for over 300 users.
Launched in July 2015, the system currently provides services to the District’s more than one million daily visitors and residents. Requests can be submitted and tracked via a branded web portal (https://311.dc.gov/) or a mobile application (available on iOS and Android), 24x7. Using the new system, call center agents and city workers now have real-time access to case information, can monitor social media to proactively create cases, and can utilize data-rich analytics to monitor case status and progress towards Service Level Agreements.
Barely weeks on the job, the nation’s first-ever Federal CIO needed insight into the $80 Billion the Federal Government spends annually on its more than 10,000 projects. And he needed it fast – he’d promised Congress, under oath, that a web-based dashboard would be up and running in 60 days to replace the largely paper-based process the government was currently using to monitor its IT portfolio.
While the government’s team on the ground had the subject matter expertise, strong relationships with Federal agencies and solid technical capabilities, they needed an outside partner to bring fresh thinking to help to find the innovative path and transform how the Government managed IT investments. And they needed agile project management capabilities to ensure the aggressive deadline and commitment to Congress could be met.
So they turned to Incapsulate to lead the effort to conceptualize, design and build the Federal IT Dashboard – a website open to the public that would shine a light on the largest IT portfolio in the world.
Working side by side with the existing team, Incapsulate was able to employ an agile-delivery program management framework that helped the government launch the Federal IT Dashboard in less than the promised 60 days – and for the first time ever, the American people were able to see how their taxpayer dollars were being spent on Federal IT projects.
You can view the current version of the IT Dashboard at www.itdashboard.gov
The District of Columbia Public Schools (DCPS) Office of Special Education (OSE) prides itself on its ability to deliver services to those students most in need. Yet for much of the last decade, the paper-based processes then in place were unable to keep pace with the volume of complaints brought forth by parents and guardians of students with special needs, which were more than 50 times that of other states.
The growing backlog had resulted in numerous court cases being brought against the District. By 2007, the situation had became so severe that the courts issued a Consent Decree mandating that DCPS overhaul its ability to handle requests for special education services as well as deliver the services promised. The Consent Decree, known as Blackman-Jones, required that DCPS demonstrate to the court on a regular basis that it was meeting court-required performance targets. This requirement, coupled with the overall need to improve performance, pushed the already troubled paper-based scheduling system beyond its breaking point.
In 2009, the District turned to Incapsulate for help. Within weeks, Incapsulate was able to develop a database-powered case management system to replace DCPS’s paper-based manual system. With the basic technology in place to reliably track the backlog in near real-time, Incapsulate turned to unraveling and re-engineering DCPS’s business processes to accelerate timelines for reviewing cases, reducing the resolution timeline to acceptable levels as determined by the court and ensuring that students would get services prescribed in a timely manner.
Due to Incapsulate’s efforts, DCPS was able to meet the court’s goals and, more significantly, to again effectively address the needs of the District’s students. Ultimately, DCPS was able to increase the portion of requests resolved within 90 days of initiation from 32 percent to 90 percent.