Case Study: City of San José improves 311 service delivery with Oracle Service Cloud

City of San José Shifts 311 Services to Oracle Service Cloud

City of San José wanted to make city government more accessible and improve service delivery for its 1 million residents and more than 75,000 businesses. The city needed a modern way to manage call center requests, expand self-service, and turn service data into information it could use to make better decisions. It chose Oracle Service Cloud to support its Smart City Vision and move 311 services to the cloud.

Oracle Service Cloud, including Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service, gave the city a cloud omnichannel system for more than 250,000 annual phone calls and a master record of more than 500,000 citizen engagements. The solution also added a searchable service catalog, a mobile app with real-time request tracking and “My Home Services,” and integration with back-office systems to route requests automatically. City of San José said Oracle Service Cloud helped reduce duplicate and inaccurate requests, improve self-service, and support more responsive, data-driven service decisions.

City of San Jose

Rob Lloyd

CFO