Sponsored by Graviton Consulting Services – Read the entire white paper here.
When Sacramento, Calif., implemented its 311 customer call center in 2008, it was a huge success. In fact, it was so popular that Call Center was overwhelmed with the daily call volume, losing 100,000 calls a year to customer hang ups.
Four years later, the city launched a mobile 311 app developed by Graviton Consulting Services that is not only alleviating customer frustration with long wait times, but is also creating an entirely new mindset of how city-citizen interactions should work.
The city’s call center handles approximately 1,300 calls and 75 emails each day. Since launching the Graviton Consulting Services 311 mobile apps in August 2012, an increasing percentage of total call volume is coming through the smart devices and relieving pressure in the call center.
Software development firm Graviton Consulting Services created 40 customized screens for the app. The goal was to collect all the information the call center needs in the first contact, rather than increasing workload by having a staff member call the citizen back for more information.
Graviton developed the 311 mobile app specifically for iPhone and Android smart devices, and web applications to deliver an elegant user experience that leverages the specific functions of each environment. This application is accessible to citizens 24/7 365 days a year.
The mobile and web applications are integrated with GIS (ArcGIS) to validate the address and also to collect relevant information. Once the address is validated the request is passed to relevant systems such as CRM (Siebel) and other Work Order systems without the need of manual intervention. Now if a constituent enters a complaint, it goes directly to the relevant department quickly and seamlessly.
Sacramento has won two national and one local award for this application. Graviton is proud to build solutions for cities and counties to better serve their citizens using the latest innovative digital technologies.
