2013 Winner Profile

City of Boston

Project Description:
Boston's Citizens Connect enables residents to interact with city officials and departments via any mobile device using a self-service portal, Twitter, a website, online chat or text messaging. This initiative allows residents to report issues such as potholes, damage to city property and graffiti, and then monitor the city's responses. Online forms collect all the necessary information related to citizens' requests, which reduces the need for follow-up questions. Meanwhile, Citizens Connect's interface with the city's CRM manages work orders that respond to constituent requests and tracks progress through completion, helping increase service quality, accuracy, timeliness and accountability. In addition, the Citizens Connect initiative leverages business intelligence, business process management, GPS and social media technology to detect trends, predict future issues and more effectively manage operations. As a result, it saves the city money while allowing it to better respond to citizens' needs.
Project type:
Business Intelligence, Business Process Management, Social Media
Business Functions:
Customer Service or Support
Business Goal:
Customer Impact
Bill Oates, CIO
Thomas Menino, Mayor
Boston, Mass.
Government: State or Local (including Law Enforcement)
Revenue (2012):
$2.4 billion
View All 2013 Winners »