Established in 1837, the City of Atlanta is the capital of and the most populous city in the state of Georgia. The city is the cultural and economic center of the Atlanta metropolitan area, home to more than 5 million people, and the ninth-largest metropolitan area in the United States.
Previously, the City of Atlanta’s decentralized organizational structure resulted in isolated silos of legacy information systems that gave citizens limited visibility into city operations. As a result, the city, which receives 1 million calls annually, used Oracle’s Siebel CRM using Oracle Managed Cloud Services to deploy a 311 system that consolidated call centers and service information for the city’s 23, siloed departments and offices.
The city recently went live with an internal soft launch, and plans to roll the system out to the public in the coming months. Once fully live, the city hopes to support 24/7 operations and provide consistent customer service with each contact, enterprisewide, regardless of constituent or visitor status. Using Siebel CRM, City of Atlanta—working with Opus Group LLC—developed a searchable knowledge base and taxonomy of city services that will enable customer service representatives to respond quickly to citizen inquiries. The result is a comprehensive repository of information covering more than 1,200 aspects of the city’s government—such as pothole repairs, zoning violations, stray animals, tree trimming, trash pickup, and more. By integrating Siebel CRM with the city’s interactive voice-response system, the city also expects to meet its service-level agreements—which mandate that it must answer 85% of calls in 20 seconds or less—with ease.
The City of Atlanta also hopes to reduce the number of nonemergency calls to 911 by 50%. By consolidating redundant processes across departments into a single, centralized location—via a shared services model—the city can reduce the cost of serving constituents and reallocate resources to more strategic initiatives.
Additionally, the city plans to expand performance-reporting capabilities with citywide, agency, and program-specific dashboards; integrate geographic information system analysis tools to display service request information on a map; and increase the analytics data available to the public—ultimately improving decision-making and citizen service.
“Oracle has been one of our partners for a very long time, so, to us, upgrading to the latest version of Siebel CRM and moving to a cloud-based environment was a natural choice. That being said, we also needed someone who understood our business processes and needs, and had proven success in the field, which Oracle delivers on all fronts,” said Joann Butler, director, ATL311, City of Atlanta.
“For us, having a seasoned integrator—Opus Group, LLC—on our side was the key to our success. Additionally, the Oracle solution’s cloud-based model helped enhance our confidence around high availability and redundancy, which were really important to us,” Butler said.
City of Atlanta conducted a staggered, soft launch beginning in March 2014, rolling out Siebel CRM to a few departments each day for three weeks. The city plans to launch the solution to the public in the coming months.
“Opus Group has a long history and a solid reputation with Siebel CRM implementations across federal as well as state and local governments, so we felt very comfortable working together. The company has a good understanding of our taxonomy and framework, making the implementation process very simple for us,” Butler said.