Case Study: City of Cupertino achieves greater transparency and improved service delivery with Granicus govService OneView

Cupertino, CA creates transparency using govService

The City of Cupertino wanted to make its 311 service requests more transparent and easier to manage, but its old process routed requests into personal email inboxes and gave residents no visibility. Working with Granicus, the city adopted govService OneView Essentials, along with Knowledge Base and Single Sign-On add-ons, to better connect its existing systems and improve customer service for residents and staff.

Granicus implemented OneView, branded locally as Cupertino Connect, with mobile and online request submission, Cityworks integration, and reporting tools that feed dashboards like Microsoft Power BI. The result was faster routing of service requests to the right staff, better cross-department collaboration, and more transparent service delivery; residents can now submit and track requests publicly, and the city reports improved service delivery and greater visibility into request handling.

City of Cupertino

Teri Gerhardt

GIS Division Manager