When it comes to customer experience and ease of accessibility, ServiceNow’s platform can help to bridge the gap between user and service, or in the instance of Santa Monica City, bridge the gap between service and citizen.
Customer experience is at the forefront of every city’s priority list and listening to its residents is the key to keeping satisfaction rates high, building trust and innovating and reimagining new ways of working to effectively respond to a changing world. Based in western Los Angeles County, California, Santa Monica is best known for its world-famous Pier and scenic views, but is now one city taking its technology to new heights, offering residents the opportunity to more freely speak out and connect with the city’s constituents.
Making an easier connection
When running a city, communication is important in solving challenges that may arise for the citizens who live and work there. Reporting issues efficiently and with a simple process eases the experience for users which, in turn, can increase users’ engagement and overall satisfaction.
Seeing a gap between Santa Monica’s service offerings and citizen engagement, the city needed a solution to promote self-service, automate common requests and make it easier to connect with constituents. The city’s previous process made retaining user insights difficult and created a bottleneck for municipal departments.
NewRocket, a specialist consultancy in ServiceNow offerings, stepped up to help the city of Santa Monica create a native mobile app aiming to boost citizen engagement.
A cloud-based digital workflow management platform, ServiceNow offers organizations the opportunity to innovate experiences for all, by digitizing and automating siloed processes. As a highly customizable platform, it’s built to optimize processes and enables organizations to tap into the power of AI, diminish complexity and innovate at scale.
A smoother journey for citizens
Utilizing the city’s existing ServiceNow customer service management application, NewRocket helped expand self-service, reduce case volume and automate 62 services in two months.
Those living in the city can now use the app to initiate non-emergent requests such as reporting the location of fallen tree branches and requesting graffiti removal, as well as being able to ask questions and keep informed with the latest city updates.
This mobile app creates a seamless mobile experience across all devices and also provides users with anonymous sign-on, self-service and wizard form requests, which enable citizens to submit requests through a step-by-step process.
Additionally, integrating with the ServiceNow customer service management application aims to enhance service operations and engage users digitally.
By listening and paying close attention to its citizen engagement, the city of Santa Monica and NewRocket have developed a solution to increase engagement and boost the user experience. With easy-accessibility and user-friendly mobile apps such as the one created by NewRocket and Santa Monica, there is the potential to help all cities across the globe close the gap between citizens and services, and for citizens to wield the power of change in their very own hands.
