Case Study: Christchurch City Council achieves improved citizen engagement and streamlined delivery of 46 services with SAP Commerce Cloud

How Can Communities Revolutionize Citizen Engagementin the Cloud

Christchurch City Council needed to modernize citizen engagement across 46 municipal services for its 380,000 residents, replacing complex, manual processes for receiving requests, issuing work orders, dispatching field teams, and providing feedback. To deliver a tailored, omnichannel cloud CRM, the council implemented solutions from SAP, including SAP Commerce Cloud as part of the SAP Customer Experience and SAP C/4HANA suite.

SAP Commerce Cloud and related SAP Customer Experience solutions delivered a web and mobile interface that lets citizens log or pay for service requests, upload geotagged photos into the council’s GIS, and track issues across 46 services. The deployment streamlined inbound requests and work orders, cut duplicated reports, enabled geographic visualization of trends for targeted service improvements, and enhanced overall citizen engagement for Christchurch City Council’s 380,000 residents.

Christchurch City Council

Dana Burnett

My Council Program Manager