City of San Jose Digital Transformation Initiatives

About the Customer

San Jose is an economic, cultural and political center of Silicon Valley, and the largest city in Northern California (both in population and area). With an estimated 2017 population of 1,035,317.

Scope and Challenges

Near the end of 2016, San Jose hired AST Corporation to implement Oracle Service Cloud as the centerpiece of what it dubbed Project ACE or Amazing Citizen Experience.

The City of San Jose selected Oracle Service Cloud to launch a new 311 service that could help make it safer, more inclusive, sustainable and user-friendly.

The Oracle Service Cloud platform has enabled the City to more effectively respond to resident’s service requests

Outcome and Implications

Oracle Service Cloud platform has transformed the city's customer experience, shifting away from a reactive response to a more proactive, real-time, data-driven service environment.

  • Deployed Oracle Service Cloud—specifically Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service —to establish a cloud omnichannel solution to manage 250,000+ phone calls the city receives annually, while also providing a master record of more than 500,000 annual citizen engagements 
  • Developed a searchable catalog of city services that enabled customer service representatives to respond quickly to citizen inquiries on issues such as abandoned vehicle removal, pothole and street light repairs, graffiti clean-up, and more.
  • Improved the cost-effectiveness of city services and enabled the city to respond to the rising expectations of its residents for the kind of on-demand, seamless customer experience that private sector services typically provide by launching a user-friendly mobile application.

Quotes

"Our goal at the City of San José is to become America’s most innovative city by 2020. Oracle Service Cloud is a key component in helping us achieve our Smart City Vision. We are transforming service delivery, enhancing citizen services, and enabling data-driven decision-making." - said Rob Lloyd, CIO, City of San José.

“We began working with Oracle Specialized Platinum Partner AST Corporation to implement Oracle Service Cloud, utilizing agile methods and CX design approaches in late 2016 and launched in just six months. AST Corporation was up for the challenge and we could not have asked for a better partner,” Lloyd said.

 


200 E. Santa Clara St
San José, 95113 , CA
United States
1 408 535-3500
https//www.sanjoseca.gov/
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Enterprise Software & Cloud Applications Purchased by City of San Jose


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IT Decision Makers and Key Stakeholders at City of San Jose


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