City of Philadelphia – Transforming City Government Through Customer Service

Population

1.5 million

Challenge

The City saw an increasing volume of resident requests and a growing demand for information in its community. The City needed to empower staff to respond to residents faster, and residents needed more than a call center to connect with their local government.

Solution

The City implemented Philly311, powered by the
Accela communications system, which provides:

• Resident mobile tools
• Seamless third party system integration
• Instant translations

Results

• 50%+ cost savings
• 90% closure rate
• 15% fewer calls to the call center