City of Santa Monica App

Mobilizing Citizen Engagement

ServiceNow Service Portal
Residents in the city of Santa Monica report issues and get news using NewRocket’s native mobile application.

Overview

The City of Santa Monica is a beachfront city in western Los Angeles County, California, and is situated on Santa Monica Bay.

Services

  • Research & Insights
  • Catalog Consulting
  • Wireframe Design
  • High Fidelity Mockups
  • Interactive Prototypes
  • Custom Native Mobile App Development
newrocket citizen engagement native mobile app servicenow

The Challenge

01

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.

02

Mobile Highlights

newrocket citizen engagement native mobile app servicenow

Integration With CSM

Integrate the ServiceNow Customer Service Management (CSM) application to improve service operations and engage users digitally.

newrocket citizen engagement native mobile app servicenow

Cross Platform Experience

Create a seamless mobile experience across all devices. Make the app available for download in Apple & Google stores.

newrocket citizen engagement native mobile app servicenow

Municipal Branding

Look and feel like the city of Santa Monica branding for a consistent digital experience.

newrocket citizen engagement native mobile app servicenow

Wizard Form Request

Enable citizens to submit a request through a step-by-step process.

newrocket citizen engagement native mobile app servicenow

Anonymous Sign on

Support unauthenticated users for publicly available access.

newrocket citizen engagement native mobile app servicenow

Automate Self-service

Allow citizens to initiate and complete common requests automatically.

03

Wireframes

citizen engagement native mobile app servicenow

03

The Solution

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.

04

Enhancements

Content Delivery Framework Feature for the Thermo Fisher HR Service Portal on ServiceNow

Customer Service Management

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.

Native Mobile App

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.

Multi-portal Strategy Feature for the Thermo Fisher HR Service Portal on ServiceNow
Employee Lifecycle Feature for the Thermo Fisher HR Service Portal on ServiceNow

News From the City

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.

Location & Map API

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.

citizen engagement native mobile app servicenow
citizen engagement native mobile app servicenownative mobile app servicenow

Ready to Create Something Extraordinary?

Contact Us

Get Awesome Updates

Enter your email address for news and updates from NewRocket.

Thanks for your email!
There was an error, please try submitting again.