Case Study: City of San Antonio achieves enhanced omnichannel citizen engagement with Verint Systems

City of San Antonio Enhances Its Omnichannel User Experience with Verint

The City of San Antonio’s SA311 handles nearly one million citizen interactions a year across phone, web, mobile and other channels. Facing fragmented workflows and a need to modernize its CRM–web portal integration, the city launched a user-experience initiative to make it easier for residents to find, report and track services through the channel of their choice.

Partnering with Verint, San Antonio combined a software upgrade with employee and resident focus groups, iterative testing and a set of UX principles to redesign online forms and workflows. The result is a standardized, highly visual omnichannel experience—residents can self-report and track issues via web, app or phone, get clearer resolution updates, and the city gains faster routing, better data and improved cross-department collaboration.

City of San Antonio

Louise Craig

Experience Architect, Information Technology Service Department