Situation Before Introducing the Vehicle Blight Solution

The City of San Jose and AST have partnered over the past several years to build a robust 311 system supporting many City services.

The city sought to deliver a better experience to residents and staff for vehicle blight-related service requests. The client wanted to create a new user-facing request intake service on San Jose 311 (SJ311) and, on the back end, wanted to make a service request management system that promotes transparency within the organization, facilitates collaboration among different departments, and streamlines workflows through automated referral and service delivery assignment capabilities. In addition, the client also asked AST to help develop the following components:

  • A user interface in SJ311 through which citizens can submit requests to address vehicle blight on the Oracle service cloud
  • A robust and scalable “Triage Hub” application within the Department of Housing’s Salesforce instance that will automate the triaging of vehicle blight cases, assign child cases to the correct groups, and update the status and other pertinent information to the record in SJ311
  • A “Triage Hub” application to create tickets and communicate with the applications in the Department of Transportation Salesforce instance
  • MuleSoft integration to support the Triage Hub and current applications, SJ311 and Encampment Management System, and future applications, such as aCode Enforcement Application

The City of San Jose’s vision for the Triage Hub is to integrate it into an existing Salesforce org.

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Let’s Create Progress Together!

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Solution & Benefits After Implementation

The City of San Jose partnered with AST again for significant enhancements to streamline the citizen complaint process. AST connected an existing Oracle system with CSJ’s Triage Hub in Salesforce using MuleSoft and helped the city cost-effectively modify how it responds to new requests from its constituents and City leaders. Additionally, the city realized the following benefits:

  • Streamlined the vehicle blight reporting and resolution process
  • Automated numerous internal and external communication streams and decision points
  • Replaced manual processes, inter-department assignments and automated email communication
  • Enabled citizens to track the progress of vehicle blight tickets without the need for human interaction
Industry: State and Local Government

Solution Components:

  • Oracle Service Cloud
  • Salesforce MuleSoft
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Why AST?


AST’s expertise, domain experience, and strong history of collaboration with the City of San Jose brought this 311 vehicle blight solution to life, helping them deliver a better experience to residents and staff.