Case Study: City of Albuquerque improves resident service with Oracle Service

Albuquerque makes connections with residents using Oracle

The City of Albuquerque needed to replace a highly customized, on-premises 311 system that couldn’t support its vision for 24/7, omnichannel resident service. The city wanted to make it easier for residents to report issues, ask questions, and access government services through phone, web, mobile, and voice assistants, and chose Oracle Service as the foundation for the upgrade.

Oracle implemented Oracle Service, along with Oracle Intelligent Advisor, to connect Albuquerque’s contact center with city departments and automate service requests across channels. The results included 24/7 access, better issue tracking, and fewer transfers between agents, helping more than 50 agents manage nearly 2 million calls and 14 million annual website hits. The Oracle solution also supported award-winning voice services and helped Albuquerque earn recognition such as the IDC Smart Cities North America Award.

City of Albuquerque

Matthew Maez

Digital Engagement Manager