Situation of the City of San José

The City of San José previously implemented a modern, cloud-based 311 solution, enabling them to engage with citizens more efficiently and with improved agility. The original solution encompassed Service Request Management (SRM) and Citizen Relationship Management (CRM) solutions.

However, the City desired the ability to add new 311 services to address resident needs, and to:

  • Create a platform to enable new 311 services at a faster pace (10 per year)
  • Turn on language translation for mobile users for Vietnamese and Spanish
  • Remove reliance on the app store and provide a modern, fast PWA (Progressive Web App) experience for mobile users
  • Move to a platform that is easy enough for City of San José IT to assist in development work

VBCS was a project that aligned with City of San José’s goals to add new services in a short period of time and at a fraction of the cost. Current results demonstrate that both goals are being met.”

German Sedano San José 311 Product Owner, Products - Projects Manager
Let’s Create Progress Together!

VBCS was a project that aligned with City of San José’s goals to add new services in a short period of time and at a fraction of the cost. Current results demonstrate that both goals are being met.”

German Sedano San José 311 Product Owner, Products - Projects Manager

Solutions & Benefits of Oracle VBCS

The City of San José partnered with AST again for major enhancements to the service request and communications management solution and thus implemented Oracle VBCS (Visual Builder Cloud Service). Once the VBCS project went live, three new San José 311 services were added within six weeks, providing premier digital access for City of San José residents to request services and report issues.

San José 311 has received 210,000 reports in the last 12 months from 50,000 different users, and currently has 15 services available on the Web and Mobile App, including 5 new services added since VBCS (Visual Builder Cloud Service) went live. The City of San José had registered 1000 citizens, with 7000 service tickets created within the first week of its launch. New services are delivered at a faster pace. Additional benefits realized by the city include:

  • 50% reduction in development costs
  • Doubled the speed of adding new services to the platform
  • Scalable and easily extensible platform
Industry: State and Local Government

Solution Components:

  • Oracle B2C Service Cloud
  • Oracle VBCS (Visual Builder)
  • Oracle Intelligent Advisor (OIA)
  • Oracle IDCS
why ast poster why ast poster

Why AST?


AST’s expertise in technology and municipal governments brought additional benefits to the 311 Solution at the City of San José, improving overall municipal services through modern communication channels.