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Unisys Delivers First Phase of an Enhanced 311 System for City of Philadelphia

Unisys Delivers First Phase of an Enhanced 311 System for City of Philadelphia
August 18
13:24 2014

BLUE BELL, Pa. — Unisys Corporation today announced that it has been selected to build a more flexible and robust customer relationship management (CRM) solution to support the City of Philadelphia’s “Philly 311” program for responding to citizen requests and inquiries, and proactively reaching out to citizens to improve their quality of life.

Based on’s Service Cloud CRM Platform, the new system will be designed to expand citizens’ access to city services over a diverse range of communication channels including telephone, Internet, mobile phone and social media such as Facebook and Twitter.

The City of Philadelphia selected Unisys to develop an innovative cloud-based foundation for the government CRM based on Unisys’ decade of experience delivering 311 solutions to other large municipalities. Unisys will implement and support the system, which aims to provide transparent access to government information and services in support of the city’s citizen engagement and open data initiatives.

“This implementation is designed to help the City of Philadelphia build on the success of its Philly 311 constituent engagement initiative, which has been fielding citizen requests for information and service for more than five years,” said Crystal Cooper, vice president of public sector solutions at Unisys. “Due to the success of the project in engaging and connecting citizens to the city government, the Philly 311 CRM app is viewed as an essential tool for helping the city reach its goals of becoming one of the safest cities in America and making the city government work more efficiently and effectively.”

A Philly 311 pilot project was deployed in June 2014 with an initial user base of city employees and citizens. The pilot will begin the transition from the current system and facilitate the change management process.

“Mayor Michael A. Nutter and the City of Philadelphia have promised our residents a world-class customer service experience whenever they reach out to their local government,” said Rosetta Lue, deputy managing director and CRM project executive for the City of Philadelphia. “We are dedicated to providing easy access and meeting the high standards expected by the public. Our work with Unisys and will help us reach the next level of quality in customer service with the full implementation of this project.”

This pilot will be followed by a citywide rollout in late 2014 that will incorporate lessons learned from the pilot, enabling over 70 types of service requests and innovative, real-time citizen engagement programs throughout the city.

“A truly connected government is citizen-centric and builds connections between citizens, employees, governments and services,” said Ron Huddleston, senior vice president, global AppExchange and Partner Programs, “The City of Philadelphia has embraced mobile cloud solutions to transform their ability to connect with citizens while realizing operational and cost efficiencies for the benefit of its entire community.”

About Unisys
Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world’s largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.

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