Chicago, 60612, IL,
United States
City of Chicago's 311 Service Center Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by City of Chicago's 311 Service Center and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 71 City of Chicago's 311 Service Center employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that City of Chicago's 311 Service Center has purchased the following applications: Salesforce Field Service (ex ClickSoftware) for Field Service Management in 2017, Microsoft 365 for Collaboration in 2018, Adobe Experience Manager for Digital Asset Management in 2020 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems City of Chicago's 311 Service Center is running and its propensity to invest more and deepen its relationship with Salesforce , Microsoft , Adobe Systems or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing City of Chicago's 311 Service Center revenues, which have grown to $50.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for City of Chicago's 311 Service Center intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Salesforce | Legacy | Salesforce Field Service (ex ClickSoftware) | Field Service Management | ERP Services and Operations | Catalyst Consulting Group | 2017 | 2017 |
In 2017 the City of Chicago's 311 Service Center implemented Salesforce Field Service ex ClickSoftware as part of a full-scale Salesforce deployment that also included Service Cloud and Community Cloud for over 500 users. The engagement targeted Field Service Management to centralize case to work order workflows for municipal service requests and to provide a citizen-facing intake channel through Community Cloud.
Salesforce Field Service ex ClickSoftware was configured to support standard field service capabilities including work order lifecycle management, scheduling and dispatcher console, service appointment booking, and mobile technician application support. Service Cloud capabilities were used for case management and knowledge base integration, enabling automated case escalation into Field Service work orders and synchronized service appointment visibility for contact center agents.
Architecturally the deployment leveraged a cloud-native Salesforce multi-cloud design with Field Service Lightning components integrated directly into the Service Cloud data model and Community Cloud portals. The implementation covered the 311 Service Center and the city field technician population, consolidating service requests, appointments, and field updates on a single Salesforce platform for unified operational data and user access.
Catalyst Consulting Group served as the system integrator and led configuration, phased rollout, and user onboarding for the more than 500 users. Governance work focused on redesigning dispatch workflows and establishing operational processes for work order assignment, mobile data capture, and case to work order reconciliation within the Salesforce environment.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Microsoft | Legacy | Microsoft 365 | Collaboration | Collaboration | n/a | 2018 | 2018 |
In 2018, the City of Chicago's 311 Service Center implemented Microsoft 365 as its Collaboration platform. The deployment covers the municipal 311 operation, an approximately 71 employee customer service organization, and Microsoft 365 assets are surfaced on the city 311 web presence to support public information and staff-facing content.
Microsoft 365 was provisioned to deliver Collaboration capabilities including enterprise email, document co-authoring, team messaging, and site-based content management, with Microsoft 365 used on their website to present documents and contact information. The implementation is organized within a centralized city tenant model, using role-based access controls and tenant governance to manage user accounts, site permissions, and mailbox provisioning, aligning Microsoft 365 with the 311 Service Center business functions of citizen engagement and internal staff collaboration.
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Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Adobe Systems | Legacy | Adobe Experience Manager | Digital Asset Management | Content Management | n/a | 2020 | 2020 |
In 2020, the City of Chicago's 311 Service Center deployed Adobe Experience Manager as its Digital Asset Management solution to manage and serve media and document assets on the public 311 website. Adobe Experience Manager is used as the central asset store for web-facing content, tying the asset layer directly to the city portal content delivery pathways.
The implementation configures standard Digital Asset Management capabilities, including a centralized asset repository, controlled metadata schemas and taxonomy, automated rendition generation for web delivery, version control and audit trails, faceted search indexing, and role based permissioning. Adobe Experience Manager also hosts workflow orchestration for asset approval and publish operations, enabling content editors and the 311 communications team to manage lifecycles for images, PDFs, and multimedia used in citizen service pages.
Operational coverage is focused on the 311 public website and the internal 311 communications and web content teams, with Adobe Experience Manager integrated into web content publishing workflows to streamline asset consumption by page authors. Governance has been organized around editorial approvals, metadata standards, and access controls to enforce consistent taxonomy and publishing practices within the Digital Asset Management environment.
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Application Hosting and Computing Services | IaaS |
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2018 | 2018 |
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Content Delivery Network | IaaS |
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2020 | 2020 |
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