Case Study: City of Sacramento streamlines 311 to the cloud and boosts constituent service with Oracle Service Cloud (Oracle)

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

The City of Sacramento wanted to make city services more accessible by centralizing its 311 operations and integrating disparate work‑order and case‑management systems to handle rising call and email volumes, reduce dependence on IT, and improve the constituent experience. The challenge was to give contact‑center staff fast access to accurate, institution‑wide information so they could answer diverse resident inquiries consistently and efficiently.

Using Oracle Service Cloud (RightNow Enterprise Contact Center Dynamic Agent Desktop) with implementation support from partner AmberLeaf, Sacramento launched a cloud‑based, configurable customer management system in 2016. The solution centralized data and workflows, boosted agent productivity and response quality, and enabled consistent, timely answers to constituents; the city now plans to expand self‑service and extend internal knowledge‑base use to further reduce contact‑center load.

City of Sacramento

Chris Hobson

Manager, 311 Call Center