Beachside living in LA
City of Santa Monica provides services to the 93,000 residents living in the beachside city in the county of Los Angeles. Made up of residential communities, commercial districts, and leisure venues, the city attracts around 250,000 tourists, shoppers, and employees per day.
Digitizing paper-based system
When CIO, Joseph Cevetello, joined City of Santa Monica in 2017, he launched a strategic plan to make it easier for citizens to access services, and to digitize the workflows that make them happen. The ‘Digital City Hall’ aimed to remove manual processes, align services, and improve the constituent experience.
The 311 website experience, in particular, needed to be modernized. When a citizen made a request to fix a pothole, for example, the public works department would close the request before manually logging a new request in another system and processing the workflow. The citizen was left with no visibility and this process lacked scalability.
A platform for success
City of Santa Monica partnered with ServiceNow to roll out IT Service Management in 2018. In 2020, the team built a new web portal and mobile app to provide a communication platform and knowledge base for 311 services. Since launching in March of this year, the City of Santa Monica App has received 5,636 requests, and is completing, on average, 150 cases every day - over 850 per week.