City governments are complex organizations that exist to serve communities, providing a wealth of information and services to community residents. If a city’s job is done right, its services are transparent – until they fail.
In San Antonio, Texas, with a population of more than 1.5 million people, SA311 (311 customer service) receives nearly one million interactions annually via multiple channels, including the call center, web portal, emails, and a mobile application. It is part of a citywide business initiative that enhances citizen service by focusing on improved communications, data tracking and reporting, and overall service delivery performance.
Critical to this initiative, Verint® for Citizen Engagement™ is helping SA311 simplify, modernize, and automate citizen engagement and transform service delivery.