Public Sector 311 Enterprise Package

Modernize your agency with Salesforce's cutting-edge cloud-based 311 solution, including a case-submission portal, call routing system, case escalations, knowledge base, and metric tracking to ensure your department is meeting the city's goals for case resolution.

$39,999 Completion Timeline:
12 weeks

Call (800) 951-7651 or email [email protected] for more information.

Project Kick-Off

  • We'll schedule a call to introduce you to our consultant leading the project, obtain system administration access to Salesforce, and begin scheduling strategy sessions and business process reviews.

Constituent Configuration

  • We'll configure organization, household, and contact records for tracking constituents by entity or individual, including contact information, address, and district information.

Email Integration

  • We'll integrate your Gmail or Outlook-based email applications to sync emails, contacts, and events to relevant records in Salesforce for reporting purposes.

Constituent Portal

  • We'll configure Experience Cloud to allow constituents to log in and create cases, make updates, upload supporting documents, and attach photos to case records.

Knowledge Base Setup

  • We'll set up knowledge articles for the most commonly-requested issues to speed up resolution time with templated answered to frequently asked questions.

Service Cloud Voice Setup

  • We'll configure an IVR and inbound call routing application within Salesforce to ensure constituents are routed to the team most relevant to resolving their issue.

Case Customization

  • We'll configure cases for tracking inbound requests for service, including sanitation, maintenance, complaints, and other city-related issues.

Case Assignments

  • We'll configure Omni Channel to automatically assign cases on an initial bases utilizing agent availability, skill set, service area, and priority.

Case Escalations & Responses

  • We'll configure escalations to automatically happen based on case type or submitter, as well as automated responses for submitters to receive an email with expectations for response.

Case Response Time Tracking

  • We'll implement entitlements and milestones to ensure your agency is achieving it's time to respond, time to escalate, and time to resolution goals.

Call Center Dashboard

  • We'll create a service management dashboard for viewing case activity to identify top ten and major issues occurring over a set period of time.

Data Security

  • We'll create user roles and security profiles to ensure city employees are only able to access constituent records necessary for service.

Data Migration

  • We'll perform an initial export of your data, a test import to ensure mapping validity, and a final spreadsheet import prior to go-live.

Salesforce Training

  • We'll conduct a one-hour training session to walk staff through the use and administration of Salesforce which will be recorded for future playback.