case study

Modernizing DC’s 311 system
with Salesforce

Client

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.

Challenge

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).

Solution

To support DC’s needs, Incapsulate implemented a Salesforce-based solution using Salesforce’s Service Cloud to handle the city’s approximately 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 Salesforce’s Marketing Cloud, Heroku and the Open311 protocol and interfaces with 11 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.

Results

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 or a mobile application (available on iOS and Android), 24×7.

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.

Incapsulate Contact

Dilshad Albert | dalbert@incapsulate.com | 202.476.0024

Eliminate silos and bureaucracies. Connect service providers with customers and with each other.

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