The Award-winning SMART^® City 311 solution for the City of Fort Wayne, IN

Business Need:

The scope of the project was to deliver a comprehensive service automation solution to the City of Fort Wayne and enable the City to provide 311 based services to its Citizens. The City was using a legacy system and engaged NebuLogic to recommend and configure a new solution to meet the City’s requirements.

Solution Delivered:

NebuLogic successfully delivered the SMART^® City 311 solution that provides the following key features and capabilities:

• Intuitive and efficient SMART^® City 311 staff portal where agents receive and respond to Citizen inquiries through various channels such as: Telephone, Portal, Emails, Chat, Social Media, Smart phones and others
• Intelligent and dynamic case intake scripts to assist the agents to provide accurate and consistent responses to Citizen inquiries
• Highly intuitive self-service Citizen portal to provide the latest information, raise and monitor Service Requests, chat with agent etc.
• 360-degree view of customer data in real-time
• Integrations with external systems such as CTI, IVR, GIS, various social media channels, Accela, Hansen and mobile applications
• A-Z index of Knowledgebase articles to help both Citizens and agents find accurate information easily
• Quick access to the field workers to update the service requests easily and dynamically
• Native Mobile application (for iOS and Android devices) for the Citizens