About Us Customer Success Stories The SMART® City 311 Solution for the City of Fort Wayne, IN

Solution Summary

Key Features:
  • Enables Citizens to search, create, track, subscribe, print and email Service Requests.
  • Configurable COTS application with advanced queue management system and intelligent case/issue routing and assignment
  • 50+ user roles and hierarchies
  • Highly intuitive Citizen portal and mobile app(s) to provide the latest information and to allow Citizens to easily submit and track service requests
  • Intelligent and dynamic agent scripts to assist City call center staff to provide accurate and consistent responses to Citizen inquiries
  • Responsive Agent Portal to allow City staff to address issues via mobile devices
  • A-Z index of Knowledge Base articles to help both City staff and Citizens

Configurable features such as workflows, workspaces, business rules, guided assistance, notifications, social media interactions, and reports and dashboards

Departments and Service Types:

Solid Waste, Sewer, Fire, Parking Control, Streets, Animal Care & Control, Neighborhood Code Enforcement, Street Lighting, Sign Shop, Signal Shop, Right of Way, Parks, Property Management, Water Filtration and Information Ticket

Multi-Channel for Customer Engagement:

Citizen, Agent and Department Web Portals, Mobile App (iOS and Android), Telephone (CTI/IVR), Agent Portal, Email, Chatbot, Walk-in, social media

3rd Party Integrations:

10+ integrations (Real-time and batch-mode), Key 3rd party integrations: GIS (ESRI, Google Maps), CTI, Accela, Hansen

This project has won several prestigious awards:

  • Constellation SuperNova Award for Next Generation Customer Experience in October, 2017
  • Game Changer Award at the Oracle Modern CX Conference in Las Vegas, 2017
  • TMC Customer Experience Innovation Award for the year 2016