Case Study: 2-1-1 San Diego achieves faster, coordinated community care and reduced call times with Informatica

2-1-1 San Diego Builds Bridges of Caring with Informatica

2-1-1 San Diego is a free, 24/7 community information and referral service that fields more than 600,000 confidential calls a year to connect residents with health and human services. The organization struggled with fragmented partner data, repeat callers, and no visibility into whether referrals led to outcomes — challenges that made it hard to coordinate care, reduce call times, and create a single trusted record across roughly 1,200 partner agencies.

Working with Informatica and Salesforce, 2-1-1 San Diego rebuilt a Community Information Exchange using Informatica Intelligent Cloud Services and Cloud MDM to ingest diverse data, create golden records, and securely share opt-in caller histories. Within seven months the CIE held over 100,000 unique people (about one-third opted in), cut average call times and repeat calls, enabled outcome tracking and better agency coordination, and set the stage to serve more than a million residents.

2-1-1 San Diego

Peter Battistel

Chief Technology Officer