About the Customer
Fort Wayne is a city in the U.S. state of Indiana and the seat of Allen County, United States. Located in northeastern Indiana, the city is 18 miles (29 km) west of the Ohio border and 50 miles (80 km) south of the Michigan border. With an estimated population of 265,904 in 2017
Scope and Challenges
The City of Fort Wayne, Indiana is home to more than 250,000 citizens. To capture the voice of its citizens and publicly hold city departments and officials accountable, The City of Fort Wayne selected Oracle Service Cloud to modernize its 311 services. With Oracle Service Cloud, The City of Fort Wayne has been able to reduce costs by increasing self-service channels and enabling citizens to engage on their preferred channels, while also reducing average wait times by approximately 60 percent.
Outcome and Implications
With Oracle, The City of Fort Wayne has been able to connect seven Divisions with 16 different departments and change the game by unifying the entire city’s metrics into one performance scorecard. This not only holds departments accountable for their service performance, but it has also enabled them to move from a reactive to a proactive organization
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