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ONS and 311 describe CRM upgrade to improve case tracking and constituent experience
Summary
Office of Neighborhood Services and 311 staff told the council they have procured a new case-management system (Creatio) to replace an outdated CRM, and said the upgrade should improve case profiles, transparency and resolution workflows; staff will prioritize interface and data features requested by councilors.
Boston — Office of Neighborhood Services officials told the City Council Committee on Ways and Means on May 27 that 311’s case-management system will be replaced with a modern CRM (Creatio) intended to improve how the city logs, tracks and resolves constituent service requests.
ONS Chief Brianna Mellor described the existing platform as "very, very outdated" and said the city recently procured Creatio as a case-management alternative. "This is probably one of the most exciting projects under my leadership as the new CRM system," Mellor said.
Why it matters: Councilors have sought more district-level data, faster response metrics and clearer case histories for constituents and council offices. Mellor said Creatio will allow multiple cases to be consolidated under a single profile and provide a more flexible interface for both staff and residents.
Mellor said the platform is still being configured and city staff are prioritizing what interfaces and tech features will be included. She told the committee the upgrade aims to improve constituent experience and to make it easier for staff and partner departments to resolve cases.
Councilors asked for district breakdowns of 311 calls and response rates; ONS staff said they would provide that data as a follow-up. The committee also discussed overtime at 311, which Mellor said is driven by the call-takers in a "24/7" operation.
No formal procurement vote was required at the hearing. ONS said the system will be built out over the coming months and officials invited council input on necessary interface functions.
