Case Study: City of Anaheim achieves faster response times and 24-hour request resolution with Accela Citizen Relationship Management

City becomes more responsive and accountable to resident needs

Anaheim, California—a large, tourism-driven city—set customer service as a top priority and faced the challenge of becoming more responsive and accountable to residents. City leaders wanted easier access to City Hall, centralized tracking of requests, faster response times, employee accountability, and better communication to keep residents informed.

To meet those goals, Anaheim implemented Accela Citizen Relationship Management alongside a dedicated 311 call center, web and mobile reporting, a centralized knowledge base, automated routing and status updates. The system dramatically improved response times—most requests are resolved within 24 hours—helped departments meet service-level targets over 90% (many at 99%), and enabled the city to track and abate more than 17,000 graffiti reports in a year.

City of Anaheim