The City of San José previously implemented a modern, cloud-based 311 solution, enabling them to engage with citizens more efficiently and with improved agility. The original solution encompassed Service Request Management (SRM) and Citizen Relationship Management (CRM) solutions.
However, the City desired the ability to add new 311 services to address resident needs, and to:
VBCS was a project that aligned with City of San José’s goals to add new services in a short period of time and at a fraction of the cost. Current results demonstrate that both goals are being met.”
German Sedano San José 311 Product Owner, Products - Projects ManagerThe City of San José partnered with AST again for major enhancements to the service request and communications management solution and thus implemented Oracle VBCS (Visual Builder Cloud Service). Once the VBCS project went live, three new San José 311 services were added within six weeks, providing premier digital access for City of San José residents to request services and report issues.
San José 311 has received 210,000 reports in the last 12 months from 50,000 different users, and currently has 15 services available on the Web and Mobile App, including 5 new services added since VBCS (Visual Builder Cloud Service) went live. The City of San José had registered 1000 citizens, with 7000 service tickets created within the first week of its launch. New services are delivered at a faster pace. Additional benefits realized by the city include:
AST’s expertise in technology and municipal governments brought additional benefits to the 311 Solution at the City of San José, improving overall municipal services through modern communication channels.
