The City of Santa Monica is a beachfront city in western Los Angeles County, California, and is situated on Santa Monica Bay.
Santa Monica needed to close the gap between their service offerings and citizen engagement. The previous process created a bottleneck for municipal departments and made it impossible to retain user insights. Santa Monica required a solution that would promote self-service, automate common requests, and make it easy to connect to constituents.
Integrate the ServiceNow Customer Service Management (CSM) application to improve service operations and engage users digitally.
Create a seamless mobile experience across all devices. Make the app available for download in Apple & Google stores.
Look and feel like the city of Santa Monica branding for a consistent digital experience.
Enable citizens to submit a request through a step-by-step process.
Support unauthenticated users for publicly available access.
Allow citizens to initiate and complete common requests automatically.
We created a City of Santa Monica native mobile app that boosts citizen engagement. Leveraging the City's existing Customer Service Management application helped expand self-service, reduce case volume, and automate 62 services in 2 months. Residents can use the City of Santa Monica app to initiate non-emergency requests such as reporting tree branches, graffiti removal as well as the ability to ask questions and stay up to date with the latest news and updates.
Leveraging the Customer Service Management application expands citizen engagement through self-service. The ServiceNow platform makes it easier for residents to get what they need, when they need it. Intelligent interactions remove bottlenecks by allowing users to solve common requests, create reports, and get answers through knowledge content.
We leveraged native mobile functionality to implement municipal branding, public accessibility, and upload the free app to the App Store. Creating an engaging end to end mobile experience for Santa Monica citizens.
Keep constituents informed with city news within the app. Users have the ability to sign up for the city newsletter, and input as much information as desired. Citizens can also remain anonymous, as the license for CSM allows any number of users to engage with the platform.
We created a dynamic location experience for submitting requests. Citizens can upload a photo, mark the location, and view ongoing requests in their area before submitting. In future releases, the Santa Monica app will support upvoting for requests.