Case Study: City of Pittsburgh boosts citizen inquiries 300% with Creatio

Pittsburgh Builds Smarter, More Accessible Government Service with No-Code and AI

The City of Pittsburgh’s Commission on Human Relations needed a better way to handle sensitive discrimination complaints and improve access to public services. With Creatio’s AI-native no-code platform, the city moved away from static forms, voicemails, and email threads to a more secure, accessible digital experience for residents.

Creatio implemented a self-service portal and unified case management workflows that support intake, investigation, resolution, and secure two-way communication. The result was a 300% increase in online inquiries and digital access for more than 300,000 residents, while also improving governance, auditability, and internal collaboration across the public sector team.

City of Pittsburgh

Rachel Sheperd

Executive Director of the Pittsburgh Commission on Human Relations