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.
"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.
|Vendor||Old Product||New Product||Function||Market||Users||VAR/SI||When||Live|
|Oracle||Legacy Applications||Oracle Service Cloud (ex RightNow)||Customer Experience Platform||CRM||n/a||n/a||2018||2019|
|Subscribe||Subscribe||Subscribe||Human Capital Management||HCM||Subscribe||Subscribe||2006||2017|
|Subscribe||Subscribe||Subscribe||Enterprise Resource Planning, Supply Chain Management||ERP Financial Management||Subscribe||Subscribe||2006||2017|
|Subscribe||Subscribe||Subscribe||Talent and Recruitment Management||HCM||Subscribe||Subscribe||2014||2018|
|First Name||Last Name||Title||Phone|
|Subscribe||Subscribe||PRNS Program Manager, Business Intelligence/Data Analytics||Subscribe||Subscribe|
|Subscribe||Subscribe||Benefits Division Manager||Subscribe||Subscribe|
|Subscribe||Subscribe||Principal Account Clerk||Subscribe||Subscribe|
|Subscribe||Subscribe||Director of Employee Relations||Subscribe||Subscribe|
|Subscribe||Subscribe||Deputy Director, Finance - Purchasing & Risk Management||Subscribe||Subscribe|
|Subscribe||Subscribe||Assistant Budget Director||Subscribe||Subscribe|
|Subscribe||Subscribe||Director of Finance and Risk Management||Subscribe||Subscribe|
|Subscribe||Subscribe||Assistant Director Of Finance||Subscribe||Subscribe|
|Subscribe||Subscribe||Chief Administrative Officer||Subscribe||Subscribe|
|Subscribe||Subscribe||Human Resources Business Partner||Subscribe||Subscribe|
|Subscribe||Subscribe||Chief Information Officer||Subscribe||Subscribe|
|Subscribe||Subscribe||Senior Accounts Payable Lead||Subscribe||Subscribe|