Case Study: City of Atlanta achieves 24/7, 99.9% availability for ATL311 with Oracle Managed Cloud Services

City of Atlanta Ensures 24/7 Application Availability to Support 311 System with Cloud-Based Solution

The City of Atlanta, serving the core of a 5‑million‑person metro area, needed to replace siloed legacy systems and consolidate 23 independent departments into a unified 311 system to handle more than 1 million annual calls. The city required a cloud-based solution that met strict SLAs (85% of calls answered within 20 seconds), protected citizen PII, optimized its Oracle investment, and freed internal IT to focus on strategic initiatives.

Atlanta deployed Oracle Siebel CRM managed by Oracle Managed Cloud Services (with partner Opus Group) to deliver a searchable knowledge base, GIS-integrated portal, and self-service capabilities. The solution went live in 2014, provided 24/7 operations with 99.9% availability, improved CSR productivity and analytics, met aggressive grant-driven deadlines, and secured confidential data while allowing the city to concentrate on core services.

City of Atlanta

Joann Butler

Director, ATL311