SF311 Enables Remote Work and Enhances Self-Service with Verint

San Francisco 311 (SF311) is the primary customer service center for the City and County of San Francisco, which is home to nearly 900,000 residents.

  • Transitioned employees to remote work quickly and effectively

  • Improved self-service and created a safer environment for residents and staff

  • Strengthened information dissemination

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san francisco city

Quickly and accurately informing citizens

When California issued a shelter-in-place order, the announcement generated a surge in calls from people seeking information about the changing circumstances. As a result, it became paramount that SF311 was able to provide vital public health-related information. This created several challenges SF311 had to contend with.

First, SF311 had to ensure consistent messaging. The organization needed a way to centralize rapidly changing public-facing information instead of it being scattered and updated separately. Doing so would help to maintain consistency and limit the amount of conflicting or inaccurate information.

Second, SF311 needed an effective way to present the information that CSRs provided to the public.

Finally, the organization needed an effective way to measure the public’s consumption of the information. Understanding receptiveness and the extent of any information gaps was critical.

This was even more important given that some legacy systems had data sampling limitations, which inhibited SF311’s efforts to gain a full picture of its metrics.

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Identify information the public seeks and finds valuable

SF311 then quickly established a place on sf.gov to reliably distribute all COVID-related information to the public, CSRs, and staff. Simultaneously, Verint search engine functionality helped address the growing number of temp events, enabling users to search specifically for COVID-tagged articles.

Because of the prioritization of knowledge articles, temp events automatically appear at the top of the search results if they are related to the query.

To accurately measure the performance of COVID-19 articles, SF311 created a new reporting process. Instead of only tracking access to articles, the organization implemented additional context recording. This enabled the creation of daily reports with breakdowns of article access, article usage, and distribution channel.

With this insight, SF311 can clearly identify what information the public seeks and finds most valuable.

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