Challenge
A mid-sized coastal city serving tens of thousands of residents and welcoming hundreds of thousands of visitors each day set out to modernize how citizens access municipal services. Leadership launched a “Digital City Hall” initiative to eliminate manual processes, align service delivery across departments, and improve the overall constituent experience.
At the center of the challenge was the city’s 311 service request process. When residents submitted requests—such as reporting potholes or service issues—departments often closed the request in one system and manually re-entered it into another. This created delays, limited visibility for citizens, and introduced inefficiencies that could not scale as demand grew.
Solution
The city partnered with a technology services provider to modernize its service delivery platform and create a unified digital experience for residents.
Building on an existing IT service management foundation, the provider developed a new customer-facing web portal and mobile application to serve as a centralized communication hub and knowledge base for 311 services. The platform enabled residents to submit requests, track progress, and access city information through a single, easy-to-use interface.
Service management capabilities were further expanded to support additional departments, including human resources, and later enhanced with project portfolio management and a configuration management database. This phased approach allowed the city to digitize workflows, improve internal coordination, and scale the platform as new services were brought online.
Services Delivered
- Design and implementation of a customer-facing web portal and mobile application
- Modernization of 311 service request workflows
- Expansion of IT service management capabilities
- Implementation of human resources service delivery module
- Deployment of project portfolio management (PPM)
- Configuration management database (CMDB) implementation
- Integration of knowledge base and self-service features
- Workflow digitization and process automation
Benefit
Residents now have a single, digital point of access for city services, allowing them to search for information, submit service requests, and track progress in real time. The platform also serves as a centralized channel for city updates and community information, strengthening communication between the city and its constituents.
Over a 2.5-year period, the city eliminated the majority of paper-based forms and achieved significant operational efficiencies, saving more than 140,000 staff hours. Service satisfaction increased substantially, with a 50 percent improvement in net promoter scores, while more than 90 percent of formerly manual processes were converted to digital workflows. The result is a scalable, citizen-centered service model that supports long-term digital transformation.
