Case Study: SF311 achieves rapid remote-work enablement and stronger public self‑service with Verint Systems' Engagement Management Professional

SF311 Enables Remote Work and Enhances Self-Service to Address the Demands of COVID-19

San Francisco 311 (SF311), the primary customer service center for the City and County of San Francisco, had to rapidly transition staff to remote work and manage a surge of COVID-19–related inquiries while ensuring consistent, timely, and accurate public information despite legacy reporting and form‑development limitations.

SF311 deployed Verint Engagement Management Professional via a proxy for easy remote access, used “temp events” and prioritized search to centralize COVID guidance, implemented richer reporting to track article usage, and built reusable online form templates. The result was a fast, effective remote shift (only six staff chose to remain onsite), reduced form deployment from six weeks to one week, strengthened information dissemination, improved self‑service, and a safer environment for residents and staff.

SF311