Vertiba Delivers Innovative Citizen Connectivity with Multilingual Cloud Solution for Metro Nashville

Nashville’s combined city/county Metropolitan Government (Metro) engages with community by launching a new 311 solution named hubNashville.

Digitally connecting residents is the 21st Century challenge for local, regional and central Government agencies. Metro Nashville recognized the need to more closely map city services with the expectations of its residents and engaged the experts at Publicis.Sapient’s Platinum-level Salesforce consulting firm, Vertiba, to develop a solution for a new 311 hub.

Residents’ expectations around mobile connectivity, multilingual capabilities, instant feedback and transparency are rising as they use digitally native services in their personal lives. A connected city unites the most valued services and departments to residents when they need them most. It is also good for the agencies that underpin the city as deconstructing siloed data, improving resource allocation, and providing transparency unlocks new value and encourages collaboration. For example, by providing a mobile environment for knowledge articles and tracking service requests, cities can reduce the strain on call centers.

With this thinking and the demands of its community in mind, Nashville’s combined city/county Metropolitan Government (Metro) set out to connect their city by launching a new 311 solution named hubNashville. It engages residents and visitors through a mobile-focused correspondence website backed by a call center. An online community, powered by Salesforce and built by Vertiba, provides modern tools for citizens users in one place where they can submit and track service requests, find relevant knowledge articles, or click-to-call someone who can help.

“hubNashville will revolutionize interactions between Metro Government and the community we serve,” commented Erin Williams, Director of hubNashville. “Not only does this system provide an easy-to-use, transparent way for the public to report issues and share feedback, it also increases efficiency within the government.”

The entire project was completed in 18 months, including nine months for Vertiba to develop and deliver a variety of tools, including: automated letter generation, meeting management, public request responses, improved case management, public facing community, geolocation, and multilingual capabilities. Additional tools will be added over time.

“The Information Technology Services Department staff has planned and engaged with the Mayor’s Office, Metro departments, and our partners Salesforce and Vertiba to provide this transformative service, and we look forward to continuing to bring additional innovations to our community over the coming months and years,” said Keith Durbin, Director of Information Technology Services at Metro Nashville.

Previously, the City dealt with up to 200 cases per day for public works alone. Now they are opening the floodgates to every department. Requests can be funneled through this 311 channel. Hundreds of users have signed up for these services and we can expect that number to grow in the coming months.

Using data from hubNashville, Metro will be able to identify trends and more proactively plan, budget and provide the services its residents require. In the coming weeks, hubNashville data will be made available on Metro’s Open Data portal for the public to view as well.

“This project has laid the technological foundation for Metro Nashville's 311 efforts using the Salesforce platform and utilizing Vertiba's technology and government project expertise. We are excited to partner with Metro Nashville to deploy innovative solutions to deliver a new level of engagement through first class services that meet the demands of residents and employees,” commented Jeremy Johnson, Engagement Manager at Vertiba.

About Vertiba

Vertiba, LLC is a Platinum-level Salesforce consulting partner, headquartered in Boulder, Colorado with consultants throughout the United States. We are part of the Publicis.Sapient platform of companies driving digital business transformation. Since our founding, Vertiba has gained national prominence for our innovative work on the Salesforce platform, and our ability to deliver outstanding results for our clients. Vertiba has completed more than a 1,000 projects across all Salesforce clouds. We are proud to have received 160+ Five Star reviews on the AppExchange– more than any other partner. Learn more here.

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