Salesforce Helps DC Agency Migrate Non-Emergency Response System to Cloud; Casey Coleman Quoted

The Washington D.C. Office of Unified Communications has chosen Salesforce to help the agency transition its system for responding nonemergency calls from a server-based platform to a cloud environment.

OUC migrated its 311 system onto the Salesforce Service Cloud equipped with the artificial intelligence-based Einstein Analytics tool in an effort to reduce call hold times and system downtime scenarios, the company said Tuesday.

The system is designed to support online and mobile communications systems and deliver automated e-mail or text notifications to inform users about the status of their long-term service level agreements.

According to Salesforce, the cloud-based 311 platform will work to help OUC personnel manage approximately 1.8M calls a year and more than 120 service channel types.

“Today’s tech-savvy citizens are used to fast and personalized experiences when connecting with private sector companies, so governments today need to provide their constituents with an engaging and modern platform to interact,” said Casey Coleman, senior vice president of the public sector business at Salesforce.

Coleman added the D.C. government seeks can connect citizens through preferred channels by using cloud technology.

OUC fields both non-emergency and 911 emergency calls from the district’s residents and visitors.