Case Study: City of Syracuse achieves faster, more transparent 311 service requests with CivicPlus

Syracuse, New York Advances as New York’s Flagship Smart City®

The City of Syracuse needed a better way to handle resident service requests because its previous 311 calling system was time-consuming and required manual documentation by call center staff. To support its Smart City goals, the city turned to CivicPlus and its SeeClickFix 311 CRM solution.

CivicPlus implemented a more flexible, resident-facing 311 Citizen Relationship Management system that streamlined request intake, improved transparency, and helped staff manage resources more effectively. The City of Syracuse now receives about 10,000 requests each quarter, with quicker turnaround times, better internal visibility, and more time for staff to focus on critical tasks.

City of Syracuse

Debdulal Bagchi

Deputy Director - Digital Services