Browse Local Government Case Studies

Cranbrook, BC V1C, Canada

Cranbrook, BC accelerates service request resolution times by 36%

With a goal of improving citizen customer service, Cranbrook, British Columbia added mobile to 311 with a new "Cranbrook 311" smartphone app. Cranbroo...

Phoenix, AZ

City of Phoenix drives citizen engagement with 311 chatbot

City of Phoenix employees participated in an innovation workshop to explore the challenge of improving how the city communicates with customers. They ...

Anne Arundel County, MD

89% Increase in Public Service Requests, Boosts Citizen Engagement in Anne Arundel County, MD

Looking to increase collaboration between residents and county officials, Anne Arundel County launched a 311 and citizen request management (CRM) solu...

Kitsap County, WA

Kitsap County Improves Stormwater Services with Resident Request Data

Stormwater management is a top priority for the Puget Sound region. Using a combination of citizen reported data and software Kitsap County has become...

Tavares, FL

CARES Act Funds meet new citizen expectations for digital services in Tavares, FL

Tavares, FL has been working on modernization for over a decade. Once they received CARES Act funding, they took the opportunity to address increased ...

Grand Rapids, MI

Grand Rapids reduces walk-in visits by 79% after expanding online services to serve residents

The City of Grand Rapids wanted to expand the availability of its services to residents by replacing print-out forms with digital ones. By digitizing ...

Washington, DC

How DC’s smart city initiatives don’t sacrifice privacy for safety

In 2016, DC launched Pennsylvania Avenue 2040 (PA2040), a smart city initiative with the goal of enhancing citizen experience. The City focused first ...

Burlington, VT

City of Burlington, VT Meets Spike in COVID-19 Requests with Creativity, Empathy & Civic Tech

To avoid public service disruptions, the City of Burlington quickly adapted its administrative workflows to accommodate a now remote workforce. This i...

Clay County, FL

Clay County, FL launched a new online customer service platform in 3 Weeks

Facing an end-of-life system, Clay County needed to ensure the uninterrupted delivery of critical online customer services. In just three weeks’ time,...

Baltimore, MD

Connected Lighting Pilot in Baltimore Demonstrates up to 60% Energy Savings

As part of the Baltimore Bright program, which is converting the City's current streetlight fixtures to LED, the connected lighting pilot is helping t...