The Award-winning SMART® City 311 solution for the City of Fort Wayne, IN

Business Need:

The scope of the project was to deliver a comprehensive service automation solution to the City of Fort Wayne and enable the City to provide 311 based services to its Citizens. The City was using a legacy system and engaged NebuLogic to recommend and configure a new solution to meet the City’s requirements.

Solution Delivered:

NebuLogic successfully delivered the SMART® City 311 solution that provides the following key features and capabilities:

  • Intuitive and efficient SMART® City 311 staff portal where agents receive and respond to Citizen inquiries through various channels such as: Telephone, Portal, Emails, Chat, Social Media, Smart phones and others
  • Intelligent and dynamic case intake scripts to assist the agents to provide accurate and consistent responses to Citizen inquiries
  • Highly intuitive self-service Citizen portal to provide the latest information, raise and monitor Service Requests, chat with agent etc.
  • 360-degree view of customer data in real-time
  • Integrations with external systems such as CTI, IVR, GIS, various social media channels, Accela, Hansen and mobile applications
  • A-Z index of Knowledgebase articles to help both Citizens and agents find accurate information easily
  • Quick access to the field workers to update the service requests easily and dynamically
  • Native Mobile application (for iOS and Android devices) for the Citizens

Solution Highlights:

  • Transaction and service capacity: Over 1 million/year
  • Citizens (End users): Over 600,000
  • Agents/City staff: Over 100
  • Roles: Over 36
  • Over 10 Real time and batch mode integrations
  • Languages: English and Spanish
  • Highly secured FISMA-compliant NIST-certified application
  • "Constellation SuperNova Award" for Next Generation Customer Experience in October, 2017
  • "Game Changer" Award at the Oracle Modern CX Conference in Las Vegas, 2017
  • TMC Customer Experience Innovation Award for the year 2016