CONNECTED CITYThe Rise of the

government

This e-book contains everything you need to know about the rise of the connected city, what it means to be truly connected, and how it exceedingly improves and creates new ways for local governments to serve their citizens. Learn how cloud technology helps modern day government build more accessible, transparent, and responsive services for citizens and government employees — bringing a connected city vision to life.

Show the world what your city can do.

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Table of ContentsVision of a Connected City?

Modern City Challenges

Three Pillars of the Connected City

The Opportunity

Connected City Use Cases

Solutions for a Connected City

The Future of the Connected City: Macro View

Connect Your City

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Vision of the connected city:

A connected city is the foundation for a modern community brought closer through local government. When a city is connected through the cloud, great transformations can occur across departments and administrations providing transparency, efficiency, and stronger engagement with the community. Ultimately, a connected city meets the varying expectations of its connected citizens, creating a stronger relationship between a community and its local government, i.e. “citizen-centric”.

What does “citizen-centric” mean?Today’s connected citizens expect local governments to provide service that parallels their experience as a customer in private sector. For example, the ability to electronically sign a legal document as they would a vacation condo contract. Government agencies must become citizen-centric when solving challenges and meeting citizen expectations moving forward. Here are three suggested questions to consider:

How will citizens access the service?

How will citizens report an issue?

Who will citizens need to interact with, and when?

Working backwards from the answers to determine the mix, priority, and general strategy surrounding key services is the first step in transforming into a connected city.

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Modern City ChallengesCities are the engines of innovation, economic prosperity, and social transformation.

They’re also growing at a tremendous rate. By 2050, 70% of the world’s population will be living in cities.1

CITIES ARE FACING SIX MAJOR CHALLENGES:1. Increased enrollment in health and social programs

2. Traffic and transportation issues

3. Increase in public safety resources

4. Ensuring a job-ready workforce

5. Increase in general city services

6. Providing a strong, long-lasting education platform1Source - Fast Co.a-good-thing

City resources can’t keep up with today’s ever-changing digital world.

City services are delivered over aging infrastructures and outdated legacy systems with shrinking budgets. This has created a massive growing divide between citizens’ expectations and what city services can actually provide. Let’s break it down:

RISING CITIZEN EXPECTATIONS Technology disruptors are reaching well beyond the borders of Silicon Valley. Today’s citizens expect local governments to have similar operational efficiencies to those of the private sector. Yet, local government doesn’t have the resources to support these rising expectations. Public sector needs the ability to scale effectively

and deliver services quicker.

Citizens expect local governments to build an infrastructure that is relevant and capable, leveraging the technology trends that are changing business models and transforming city life. Government needs to empower and arm citizens with the right tools and foundation for citizens to be self-reliant and able to take action.

Companies have apps, cities (still) use forms.

Private Sector = There’s an app for that. Local Government = There’s a form for that.

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DISCONNECTED COMMUNITIES In the legacy environment, it’s difficult to share and collaborate on datasets across city departments. They don’t have the visibility into each other’s datasets, which affects the delivery of important services to the community. Critical information is disparate, trapped in legacy systems, and not accessible in real-time to

benefit the mission’s success.

Citizens and businesses need a modern common platform to connect and collaborate with local government in resolving key issues, i.e. “Take back the neighborhood.”

IMPACT OF DATA Data is now the currency of a connected city. Every city employee, citizen, and business needs to have a relationship with city data, access to it, and be able to take action on it. Unused data has a compounding effect on city employees,

citizens, and businesses.

Data is being produced in much larger quantities from a wider variety of sources, fragmenting the big picture surrounding government services. Many city employees struggle to find the right data, spending hours updating spreadsheets or waiting for answers. Yet, there is too much data left unanalyzed.

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2Source - ASCI Report, 2016 3Source - Center of Digital Government4Source - State of Analytics, 2015

The need for improvement in government solutions is in the numbers:64%

Ratings for local government

customer service are at a

10-year low.2

53% of data is left unanalyzed.4

$35.7 billionAgencies are spending half of their

annual IT budgets, or $35.7 billion,

maintaining and supporting

legacy systems.3

52%of employees spend too much time

updating spreadsheets.4

53% of employees rely on

manual processes to get

all necessary data.4

47% of employees have no on-

demand or mobile interface

to access insights.4

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We’ve identified three pillars of a connected cityIn order to combat the massive growing divide between citizens’ expectations and what city services can actually provide, we’ve identified three major pillars supported by insights into why connected cities are smarter cities.

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BECOME CITIZEN-CENTRIC: If a city provides the modern tools and foundation of a connected city, the city becomes self reliant and

citizens can take action to improve the community.

CONNECT EVERYONE AND EVERYTHING: A connected city creates a participatory and collaborative environment that builds trust, drives

accountability, and provides transparency.

EMPOWER EVERY EMPLOYEE:

Because data is the key to a connected city, every city employee has the visibility they need to make the data-driven decisions that drive mission-

critical success.

Now, let’s go deeper into each pillar.

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1. BECOME CITIZEN-CENTRIC.

Making services more accessible and building transparency around real-time community priorities anchors every question, detail, decision, and resulting action around meeting, and even exceeding, citizen expectations. Decisions are made based on how the citizen will interact and benefit from the project, and services are delivered in a way that integrates into the citizen behavior patterns and

preferred communication devices.

This new model of governance builds the next-generation platform — one where leadership members don’t have to have all the answers and can instead rely on

community insight.

TRANSFORMING INTO A CITIZEN-CENTRIC CONNECTED CITY:

Empowers citizens to take action and gives them ownership of their city.

Supports engagement in serving citizens — as technology becomes available anytime, anyplace.

Provides a modern citizen experience as evolved systems and processes go from a traditional citizen-centric

model to a citizen-centric model.

Greatly improves citizen experience by providing tools such as self-service channels and analytics.

2. CONNECT EVERYONE AND EVERYTHING. When you connect city departments, they’re able to work together with real-time updates, creating more accountability, and increasing the completion rate of service requests and customer satisfaction. In a connected city, the citizens, business, and city employees thrive and flourish.

HERE ARE SOME GREAT EXAMPLES:

Citizens and businesses have a platform to engage and collaborate with each other and local government about

improving the community.

Citizens can connect with health programs and seamlessly obtain health benefits and social services

through a connected platform.

Local government has the platform to connect citizens, jobs, education programs, and data to advance the

economic viability of a community.

City managers can effectively plan and deploy public safety and city resources efficiently through a

connected platform.

Smart and connected roads can reduce congestion before it happens, improving road travel.

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3. EMPOWER EVERY EMPLOYEE.

Data is the currency of the connected city. Today’s data revolution can enable cities to radically improve the quality of service to its community. There are many ways digital technology has the ability to impact the citizen-

government relationship:

When data is readily and easily accessible to government employees, they can proactively resolve problems before

they happen, and use analytics to develop new solutions.

Employees then have the visibility they need to make the data-driven decisions that drive mission-critical

success across the frontline.

When data analysis is streamlined with visually impactful tools, teams can work collaboratively and interpret data quicker, with depth and scope.

Today’s citizen-customer expects their administration to build an infrastructure that is relevant and capable, leveraging the technology trends that are changing business models and transforming cities. This is a call-to-action for local governments: Use technology as an opportunity to transform services and modernize the city, and solve growing gaps that drive a stake between citizens and governments. And most importantly, do it securely — security requirements were established to ensure each user has a safe experience that does not compromise the future.

Salesforce is helping all levels of government transform the way they connect to their missions, citizens, employees, and partners through innovative, cloud-based applications and platforms. Salesforce reduces the risk and complexity of traditional IT through secure, reliable enterprise Cloud applications and development platforms (SaaS and PaaS).

Seize the opportunity with Salesforce.

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The world’s #1 enterprise cloud, built for Government.

Trusted: Secure and compliant (FEDRAMP, CJIS, IL4), highly available (99.9% uptime), scalable (thousands of users, billions of transactions a day), fully-

integrated, and unified.

Agile: Provisioned for use within hours, bringing a new level of agility and speed to the mission, organization, and agile development process.

Proven: Thousands of successful customers, ranked #1 by Gartner in every category measured.

Easy: Common code base architecture requires no hardware, software, versions, or upgrades to be managed by the customer. Innovation is introduced through the updates — without the cost and complexity of rebuilding, retesting, and recertifying customer applications.

Ecosystem: Over 2.5M developers, 5.5M customer applications, thousands of downloadable apps in App Exchange, and hundreds of certified partners.

Next you’ll find some connected city use cases and how Salesforce has played a beneficial role in each one.

Use cases

Connecting people, process, and government across the community can be deployed in order to solve a variety of pains commonly associated with city life. Let’s explore a few common use cases of a connected city including:

Policy Feedback and Engagement

City Clean Up/City Improvement

Volunteering

Transportation

Tourism

Business development

Benefits of a Connected City

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Use Case

Participation, feedback, and general collection of community input on policy and/or leadership changes can be a cumbersome, costly process. And this process rarely collects 100 percent of sentiment; the Statistic Brain Research Institute estimated that only 64 percent of the voting population participated in the 2012 presidential election. This number drops off drastically when a presidency is not at stake, even though local elections often have the most direct, most immediate impact on a given community.

City leadership can turn these statistics around by making the engagement process more accessible, and the feedback loop more proactive as it provides a town-hall feel over digital. By developing a custom app that enables real time input, government gives active and engaged constituents an easy, scalable way to make their voice heard on each and every important issue.

Such an app allows leadership to gather more feedback from residents who value transparency, speed, and collaboration with local government. They feel a stronger sense of ownership for community success, as they take an active role in making the city a better place to live.

Resident Engagement Policy Feedback and Engagement

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Results

Administrations can deploy reliable, custom policy engagement apps with speed. This helps government capture actionable feedback, directly including the community in the decision making process. It also captures input real-time, streamlining communications, polling, surveying, and associated funding — no paperwork or process required.

This approach also provides more granular insight, helping governing bodies understand the unique differences that influence a particular district, school, or community within their city. It also helps administration identify and target quiet districts so that they can focus on outreach efforts that drive the community towards 100% participation in the local government.

Government has more participation, citizens have a louder voice, and together the community is more successful.

Administrations can deploy reliable, custom voting and policy engagement apps with speed. This helps government capture actionable feedback, directly including the community in the decision-making process. It also captures votes or input in real time, streamlining communications, polling, surveying, and associated funding — no paperwork or process required.

This approach also provides more granular insight, helping governing

bodies understand the unique differences that influence a particular district, school, or community within their city. It also helps administrations identify and target quiet districts so that they can focus on outreach efforts that drive the community towards 100 percent participation in the local government.

Government has more participation, citizens have a louder voice, and together the community is more successful.

How Salesforce plays a role

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Use Case

No one has a better understanding of day-to-day community needs than the citizens themselves. Create an easy-to-use communication platform that empowers users to:

Easily access non-emergency services, such as flagging graffiti, requesting additional stoplights, etc.

Note exact location, urgency, and any other context surrounding the service needed for faster, prioritized, more complete resolution.

Connect with other experts and consider suggested solutions associated with their particular inquiry, unlocking self-help potential in addition to city-driven services.

Track 311 inquiry status as it moves through the system, giving residents visibility to progress and city government visibility to common sticking points.

Resident Engagement City Clean Up/City Improvement

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Results

This provides citizens, departments, and agencies with a single, user-friendly, consistent connection point of access for non-emergency services, encouraging more participation and driving a sense of personal ownership in the improvement of the community:

• Citizens can log service needs, such as report a missing manhole, file a noise complaint, or note new graffiti, from a desktop or on the go — similar to how they check into a location on Facebook. Citizen satisfaction increases as the experience improves.

• Departments can better understand service requirements, thanks to greater insight that results from more granular visibility to community needs. They can use this insight to respond faster, predict future needs, and request more funding with confidence. Trust in the government ability to deliver is strengthened.

• City administration can better quantify the needs of their entire community, and prioritize funding with greater accuracy, as a result of more customer data points.

Salesforce’s out-of-the-box cloud templates integrate the call center, websites, static forms, and mobile apps over a single, social-ready platform.

Our platform then routes that data through the service center following predetermined, customized business rules set by the administration, giving clear visibility to the status of an inquiry as it moves through the system.

It also integrates data from third-party social platforms so that services can be adjusted based on new comments, Tweets, and overall changing sentiment.

How Salesforce plays a role

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Use Case

Make it easier for match volunteer opportunities with prospective volunteers. With cloud apps, organizations can post their volunteer positions to a central platform so that people can easily browse positions, forward to a friend, and sign up.

If this app is integrated onto the same 311 platform that supports non-emergency services across the city, organizations can socialize volunteer opportunities in context of the other service:

Tag community outreach volunteer efforts to new business permit requests, aligning goals and building awareness.

Tag city clean up volunteer efforts to inquiries about park safety issues.

Tag animal shelter adoption events to notification submissions about lost pets.

Use cloud apps to make your city a better place to live, and a better model for the community volunteers represent.

Volunteering

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Results

New volunteer groups can leverage similar app design templates, while still being able to customize as needed, helping them make an impact faster.

Citizens get a better understanding of the opportunities they have to make a difference, and city leadership can take pride in the strength of the community as they come together to drive progress.

Salesforce’s out-of-the-box cloud templates integrate the call center, websites, static forms, and mobile apps over a single, social-ready platform. This gives administration the ability to integrate applications that are sourced by separate departments, such as city clean up crews and community beautification initiatives, onto one engagement platform, helping citizens take a proactive role in development and growth.

Salesforce gives administrators the ability create custom apps, fast, and share those apps with others who are looking to build off of best practices.

How Salesforce plays a role

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Use Case

If transportation is untimely, or generally difficult to depend on, citizens will complain — to each other, to employers, and over social. This is an opportunity for government to mitigate the issues that cause complaints by developing a platform capable of real-time system management:

Listen to incoming comments, and capture them on a platform that enables city employees and/or departments to take action.

Route escalations to the right administrator, who can mobilize the right department.

Communicate any and all relevant details, helping the response team prioritize based on level of urgency — especially crucial in the disaster recovery scenarios that ultimately make or break leadership’s success record.

Turn adversaries into advocates.

Transportation

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Results

With more on-time departures, rider satisfaction increases. Budget is spent more efficiently, as the city can service more customers with the same enablement platform. Data provides better insight to maintenance needs or system adjustments, sooner, reducing upkeep costs.

City administrators get the modern tools they need to capture community feedback in real time, quickly solve isolated issues, and solve systemic bottlenecks or delays.

Most importantly, they build a platform capable of quickly engaging the right support team, making recovery from any interruption as painless as possible.

Salesforce gives administrators the ability to integrate incoming data from third-party applications, like Twitter, onto a common platform. This makes it possible to evaluate comments, complaints, and general data points against one another so that teams can understand where the biggest system interruption is occurring, and why.

This data can then be automatically turned into cases in order to directly initiate the appropriate response teams based on customizable business rules. It is also stored in a case-by-case format, empowering call center agents with the details they need to answer questions.

Lastly, the Salesforce platform facilitates communications across multiple channels, giving leaders the option to send maintenance schedules via email, alerts via text, and resolution via social media.

How Salesforce plays a role

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Use Case

Attract more tourism and drive more business by making your city feel like home. When a city can make activities such as restaurants suggestions, site seeing recommendations, or an “explore the city” map readily accessible over a mobile app, leadership develops a better tour experience that generates more revenue, helps visitors get the most out of their trip, and makes them want to come back. Incorporate traffic alerts, public transit schedules, and event updates, helping tourists get immersed in city life. Integrate the latest customer service tools, such as digital communities, helping tourists help themselves to previous traveler’s experiences, popular suggestions, and mass transit answers.

Loop tourists into local social media, such as Twitter handles, so that they can be included in real time communications and alerts.

Tourism

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Results

With all information captured on one platform, leadership can be assured that priorities or adjustments are made using data-based decisions. Funding, resources, results, and SLAs all become clearer — and therefore easier to communicate, prioritize, and align teams — with a 360-degree context.

This more granular insight, paired with a superior service experience, drives more revenue and gives leadership visibility to how people see and enjoy their city. Create the kind of legendary vacations that bolster a city’s reputation.

Salesforce gives city administration a digital engagement platform that enables IT to create custom apps, fast. This makes it easy for leadership to both build initial tourism apps and adjust them as needed, based on changing preferences, peak seasons, etc.

Apps built on Salesforce integrate communities and third party applications so that insight shared or Tweets tweeted can be incorporated into the decision model automatically.

How Salesforce plays a role

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Use Case

Expanding a business into a new community is not only rewarding and daunting, but also different. Cities can help make a prospective community more familiar, and help ensure success that extends rewards beyond just the business owner.

Create custom apps that make it easy for business owners to search new districts for things like similar businesses, age demographics, lifestyle, and other aspects that contribute to success. Connect citizens on that same platform, allowing them to weigh in on product/service gaps, and share new ideas. Foster a digital community that reflects the variety driving today’s business community.

Once business owners have finalized their expansion strategy, make setting up shop easier. By granting access to licensing requests, permits, and business applications over mobile and in an app environment, entrepreneurs have an easier time submitting requests and tracking progress. They can also access self-help through community environments that pull up historical information to aid in decisions. City officials have an easier time aligning approvals and streamlining process, thanks to information being available on a common platform.

Business Development

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Results

Business owners get the insight and support they need to ensure their fit within the community, bringing more revenue, jobs, and excitement to a growing economy. City leadership can take pride in progress, without being bogged down by process.

Salesforce gives city administration a digital engagement platform that enables IT to create custom apps, fast. This helps the city easily address various industry criteria, communication requirements, and other unique aspects of the local business community. Applications can be automatically routed, cases created, and answers delivered.

By pulling in off-the-shelf tools, such as communities, IT can integrate the latest customer service tools, helping entrepreneurs get business off the ground that much faster.

How Salesforce plays a role

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Salesforce Government Platform — built just for cities.Salesforces Government Platform is a powerful cloud-based solution that creates a citizen-centric experience for both state and local governments. It increases city worker productivity, and improves the quality of service delivery by bringing together city information on one platform. We’ve reinvented the world’s #1 private-sector CRM solution for local government, helping to transform mission-critical problems across departments and administrations. Salesforce helps reduce the risk and complexity of traditional IT by delivering secure, reliable enterprise applications and development platforms (SaaS and PaaS). Easy to configure and customize, and ready on day one, you’ll spend less time managing IT infrastructure and more time on what matters most: serving connected citizens.

Einstein, released in 2016, is an integrated set of technologies that brings AI to everyone in your organization. All Einstein-enabled features in the Government Customer Success Platform automatically use Salesforce data to serve customers better. Einstein allows you to:

Proactively resolve cases

Create predictive journeys

Embed intelligence in every app

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Put technology in its place: your city.Explore our many government solutions and offerings.

Citizen Engagement Harness the power of social, mobile, and community collaboration and feedback to build deeper relationships with citizens, employees, and partners. Connect with citizens, agencies, businesses, and members of your community. SOLUTIONS: Citizen Engagement Center - 311 - Contact Center Correspondence/Constituent Management

Case Management Collaborate and close cases faster, providing self-service, personalized customer care, and support delivered everywhere. Plus, fix problems before they happen. SOLUTIONS: Case/Request/Compliant Management HHS Case Management Investigative Case Management

City Operations Track and manage all aspects of the relationships with your citizens, employees, and partners in one place — anytime, anywhere. SOLUTIONS: Economic/Workforce Development Asset/Fleet Management Grants/Contracts Management

Citizen Journeys Create an individual journey for each citizen. Listen, publish, engage, and analyze social media channels. Reach out with key messages through personalized, cross-channel journeys that deliver a powerful agency-government experience across email, mobile, social, web, and more. USE CASES: Citizen Outreach and Interaction Monitor Citizen Sentiment Health Wellness Outreach

Citizen and Government Analytics Transform the way you collect, analyze, and distribute information using Salesforce Government Cloud Wave. Unify datasets from multiple sources into a single view so you get fast answers, take action quickly , and collaborate with key stakeholders. Deliver new insights to your agency and citizens — anytime, anywhere. USE CASES: Mayor’s Dashboard Stat/Program Effectiveness Dashboard Fusion Center Analytics

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City Service Applications - Apps Build and deploy beautiful engaging apps that transform how you connect to your mission, customers, employees, and partners. Give employees and citizens access to government — anytime, anywhere. SOLUTIONS: Permitting and Inspections Jail Management Eligibility Enrollment UI Appeals

Field Service - Field Service Lightning Deploy and manage city resources efficiently. Create work orders, dispatch the right field technician for the job, and monitor performance in the field. SOLUTION: Field Resource Management

IoT Connect data from every device, sensor, website, and interaction to get a more complete view of your customers.

Proactive Service Cases get automatically classified, intelligently routed, and resolved quickly; agents and service managers can proactively plan and deliver quicker service.

The Future of the Connected City: The Macro ViewTrending technologies are changing business models and transforming cities; as wearable devices, niche social media, and mobile enablement mature they have changed human interactions, connecting people in ways that make the experience more meaningful. People have come to expect this same focus and attention as they interact as friends, customers, or neighbors, as well as when they engage as residents, voters, or community activists. People are becoming more connected, which means communities are becoming more connected. This requires local government to look beyond their city limits, and work as a team with other region leaders in order to be successful. The connected city is starting to build demand for the connected state — where projects are built with a region in mind, treating residents statewide as a single community. Think about the number of social media gurus managing city-by-city Twitter handles across a given area. This means there is an abundance of information about all of the cities an individual interacts with on a regular basis — bottlenecks on the morning commute, overcrowded trains as folks head into the city to catch a ballgame, apartment rental woes — isolated in groups. As more cities start capturing this information on a common platform, leadership teams have an opportunity to bring data sets together, giving them the same perspective residents have of their growing environment. This insight empowers community leaders to develop innovative, targeted services that deliver a better experience, attract more people/businesses, and strengthen the local economy. People aren’t siloed anymore. Government can’t be either. As connected cities become the new norm, mayors and local government leaders are going to have to ask the same questions they do now — What do my citizens need? What does the ideal experience look like?- — but from the macro perspective in order to be effective and relevant. A connected city delivers the tools needed to prepare for the future.

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Get on board with becoming a connected city.Revamp the typical innovation process, reset goals, and elevate expectations as you transform your agency into one that brings innovative, relative leadership to the community you serve. Consider starting with a scalable project — one where a Salesforce platform can help bridge the transition and move it forward. Think big, let your imagination run, and start the steps toward transforming your city.

We’re 100% committed to making our customers successful by helping them get closer to the people served by their mission — citizens. With more than 1,000 public sector customers worldwide, we’re known to them as trusted advisors.

The proof is in the numbers:45 out of 50 states trust and use Salesforce

Our customers see a 70% increase in time to market

The Success Community ecosystem includes over 2 million members

Thank you for reading The Rise of the Connected City. We hope you enjoyed it — and that you learned something that will inspire you to do more great things for your city.

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