Case Study: City and County of Denver achieves streamlined, citizen‑centric digital services with Salesforce

The city and county of Denver delivers an exceptional customer experience

The City and County of Denver faced unprecedented population growth—about 1,000 new residents per month—which put pressure on city services and raised expectations for fast, mobile-first digital experiences. City leaders needed a secure, integrated system that provided a 360-degree view of residents, reduced non-emergency 911 calls, and supported priorities like affordable housing, transportation, and improved mobility.

Denver Technology Services moved to the cloud and launched a secure, integrable platform featuring digital case management, modernized 311 with keyword routing and the Pocketgov mobile front end, and data-driven processes. The initiative cut an average 23 seconds off call times, reduced duplicate data entry, saved more than $7,000 in one department after digitizing 4% of cases in six months, improved mobile case updates and two-way resident engagement, and gave leaders better insight to allocate resources.

City and County of Denver

Christine Binnicker

Deputy CIO