Nestled in the southeast side of British Colombia, Canada lies the scenic mountain city of Cranbrook. The city, home to a population of about 19,000 residents, was looking for an improved communication platform to better interact with citizens as part of a citywide 311 call center initiative. In the quest to improve communications and service request resolution time, the city partnered with Granicus to administer a government SRM (service request manager) with mobile-app integrations that allows residents to easily submit public service requests through the app. The results improved engagement, customer service, and faster service request resolution time and added efficiency to internal processes.
- 3+ hours a day given back to managers thanks to service request routing
- 36% improvement in service request resolution time
- 20% of service requests received from mobile devices
- 2,000 approximate service requests per year