Case Study: City of San José modernizes 311 and improves citizen service with Oracle CX Service

City of San José shifts 311 services to Oracle CX Service

The City of San José, a major Bay Area technology hub with about 1 million residents and 75,000+ businesses, needed to modernize its 311 program to deliver more accessible, efficient municipal services. The city wanted simplified call-center management, expanded self-service and omnichannel citizen interactions, faster response to routine inquiries, and service data to drive better decision-making.

San José implemented Oracle CX Service (Oracle Cloud CX/B2C Service) with partner AST, launching in six months to create a cloud omnichannel 311 solution that handles 250,000+ annual calls and more than 500,000 citizen engagements. The rollout included a searchable service catalog, a user-friendly mobile app with real-time tracking and “My Home Services,” integration with back-office work systems, and dashboards for insights—reducing duplicate requests, improving response consistency, and increasing cost-effectiveness.

City of San Jose

Rob Lloyd

CFO