Case Study: Hillsborough County, Florida achieves faster, lower-cost 24/7 citizen service with Adxstudio Portals

Hillsborough County Improves Customer Service with Adxstudio Portals Government 311 Solution

Hillsborough County, Florida, serving 1.2 million residents in the Tampa area, needed a faster, more efficient way for citizens to submit and track service requests and for staff to manage and measure responses. The county’s existing system led to repeated calls, poor visibility into case handling, and rising call-center costs, so administrators sought a cost-effective, rapidly deployable solution to improve first-contact resolution and overall customer service.

Adxstudio delivered a mobile-friendly “At Your Service” web portal built on Government 311 and Microsoft Dynamics CRM (integrated with ESRI mapping) in 12 weeks, enabling online, anonymous or account-based requests with photo upload, geo-location, automated routing, unique SR numbers and SLA tracking. The portal provides 24/7 access, public incident maps, better oversight and reporting, reduced call volume and faster resolutions — improving citizen satisfaction while lowering operating costs and leveraging the county’s Microsoft investments.

Hillsborough County Florida

Liana Lopez

Chief Communications Administrator