The City Improved How it Answered Requests and Was Able to Decrease its Response Times to 24 hours or Less

Editors Note: This blog is part of Accela’s collection of  customer case studies that highlight how governments are using Accela’s solutions to improve services for staff and residents.  Former Anaheim Mayor Curt Pringle declared in an annual address that customer service was his top priority for the City. Laying out a bold agenda, he conceived of a new program whereby the municipal government would be more responsive and accountable to resident needs. As City staff began to translate the mayor’s vision into a workable plan,… Continue reading

Tags: Anaheim, CRM, Customer Relationship Management, Service Request Management, SRM

Philly’s service request platform and civic engagement strategy show how cities can use mobile apps to build community

Cities searching for a next-level strategy on “citizen engagement” should visit the City of Brotherly Love. With the launch of the Philly311 mobile app, Philadelphia has built an engagement program that connects its departments and citizens with quick communications and near seamless service response. The mobile app is Philly’s Swiss Army knife for service requests and the centerpiece of a city movement to improve neighborhoods, draw resident feedback and provide outreach to residents. With a few swipes and a photo, residents use Philly311 to report graffiti,… Continue reading

Tags: Citizen Engagement, Civic Engagement, Mobile, Philadelphia, Philly311, Service Request Management, SRM