Case Study: Hillsborough County, Florida achieves higher citizen satisfaction and streamlined service delivery with Software AG's webMethods AgileApps Cloud

Hillsborough County Florida - Customer Case Study

Hillsborough County, Florida (1,072 sq. miles, 1.2 million residents) operates an Information & Service Center (ISC) launched in 2013 to centralize citizen, business and internal inquiries. To become a “Next‑Generation County” it needed to replace aging, unsupported on‑premises CRM, eliminate fragmented call‑taking groups and establish performance metrics.

Using Software AG’s webMethods AgileApps Cloud, the county built a cloud-based contact management solution in three months, adding a self-service portal, multi-channel communications, dashboards, response templates, automated web-form acknowledgements and a mobile app. The implementation reduced incoming calls and duplicate work, boosted citizen satisfaction and engagement, improved process efficiency, transparency and internal collaboration, and achieved a stay rate above 85% while enabling ongoing adaptability.

Hillsborough County Florida