Case Study: City of Palm Coast, Florida achieves streamlined government services and faster emergency response with Salesforce

Palm Coast, Florida, is a Trailblazer, streamlining government services across the city

The City of Palm Coast, Florida, needed to deliver personalized, timely government services to roughly 90,000 residents while staying prepared for frequent hurricane-related emergencies. Teams struggled with scaling outreach and response across dozens of departments and 68 fragmented software systems, making it hard to coordinate field crews, share situational data, and give residents consistent, timely updates.

To solve that, Palm Coast deployed Palm Coast Connect — a cloud-based 311 and case-management platform with 24/7 self-service, centralized case tracking, and street-level field mapping. The rollout consolidated systems, went paperless in many workflows, and enabled rapid coordination (about 70 cases/day, on track for 25,000 total), cutting resolution times dramatically and improving transparency; customer-service and city-service satisfaction rose 9% and 14%, respectively, while leaders gained better reporting for emergency reimbursement and strong resident praise.

City of Palm Coast, Florida

Matt Morton

City Manager