Case Study: City of Sacramento improves 311 customer service with Oracle Service Cloud

City of Sacramento Takes 311 to the Cloud with Oracle Service Cloud

City of Sacramento wanted to centralize its 311 call center so residents, businesses, and visitors could get easier access to city services. To support growing inbound email and call volumes, the city deployed Oracle Service Cloud, including Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service, to bring its business-critical systems together in one cloud-based customer management system.

With Oracle Service Cloud, City of Sacramento could update 311 information without help from internal IT, connect disparate work order and case management systems, and give staff faster access to relevant information. Oracle also helped improve service performance, response quality, and the consistency and timeliness of constituent answers, while the city began implementation in January 2016 and started using the system on May 1.

City of Sacramento

Chris Hobson

Manager, 311 Call Center