Case Study: City of Philadelphia improves citizen engagement and city services with Unisys

Providing better quality of life for citizens by allowing them to engage and receive city services

The City of Philadelphia worked with Unisys to improve how residents could engage with city services and how employees could access the information needed to respond quickly. The city wanted to support communication across multiple channels, including telephone, web, mobile, and social media, while giving staff better tools to manage citizen requests.

Unisys implemented a multichannel, social media-enabled Salesforce.com CRM platform with advanced reporting, integrating it with the city website, mobile app, multiple work order systems, and GIS. The solution broadened citizen engagement, enabled real-time collaboration and better visibility into requests, and improved officials’ ability to prioritize services through geo-tagging and advanced complaint reporting.

City of Philadelphia