Case Study: City of Philadelphia, PA achieves faster resident response and 50%+ cost savings with Accela's Philly311

Philadelphia, PA Transforming City Government Through Customer Service

Accela helped Philadelphia — the fifth-largest U.S. city with more than 1.5 million residents — modernize how citizens connect with government. Facing a rising volume of resident requests and demand for information, the City needed to empower staff to respond faster and offer channels beyond a traditional call center.

The solution, Philly311 powered by Accela, provides multi-channel access (web, app, phone, SMS), customizable app widgets for news and events, real-time GIS validation that syncs location data to asset management and work-order systems, and One Voice automatic translation in 17 languages. Results include more than 50% cost savings, a 90% closure rate and 15% fewer calls to the call center, while improving service delivery for common requests like graffiti removal, illegal dumping and broken street lights.

City of Philadelphia, PA

Nutter

Mayor