Case Study: City of Boston modernizes citizen services with Creatio

Boston Retires Legacy Infrastructure, Bringing AI-Native Innovation to 675,000+ Citizens with Creatio

The City of Boston needed to modernize its aging 311 system, which was struggling with growing service demand, limited scalability, and a complex set of more than 180 service request types. To improve citizen services for 675,000+ residents, the city turned to Creatio and its AI-native, no-code platform, along with Creatio Service, Creatio Platform, and related capabilities.

Creatio implemented a cloud-native, AI-powered case management solution that streamlined workflows, consolidated service categories, and gave internal teams the ability to build and update processes without external support. The results included faster rollout timelines, stronger governance and uptime, and around 50% of 311 calls routed through Creatio within months of go-live, helping the City of Boston deliver more efficient, 24/7 service with greater agility.

City of Boston

Jay Greenspan

Senior Director, 311 & Basic City Services Technology