The Sacramento City Council is expected on Tuesday to approve a contract that will replace the city’s customer relationship management (CRM)/311 call center system with a cloud solution.
Oracle partner AmberLeaf will help the city transition from Oracle’s Siebel software to Oracle’s Service Cloud. The Siebel software eventually will be retired in mid-2016, according to a city staff brief.
As the primary system the city uses to process service requests, “the current system cannot support the ability to provide residents with a closed loop on service requests due to limitations in the available system integrations. The replacement system will allow the city to implement these improvements and provide better, more efficient service to the community,” the memo says.
Under the current system, 311 agents often must enter information about a service request into two systems, and they use as many as six systems when entering requests, the city said. This duplicative work will be reduced when the 311 solution is moved to the cloud.
The total contract amount is $155,000. Sacramento bid the system in early 2015 through a competitive procurement. The current 311 system was implemented in 2008, a year after the city created a 311 service division.
