{"id":6784,"date":"2019-08-20T13:08:11","date_gmt":"2019-08-20T13:08:11","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=6784"},"modified":"2023-05-02T15:46:48","modified_gmt":"2023-05-02T15:46:48","slug":"catalyst-wins-walkme-dap-award","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/catalyst-wins-walkme-dap-award\/","title":{"rendered":"Catalyst Wins WalkMe DAP Award for 3M-User Digital Transformation"},"content":{"rendered":"Public services are notorious for being laggards in the race for digital transformation \u2014 but the City of Chicago has proved to be an impressive exception.\n\nCatalyst Consulting Group<\/a> successfully led the overhauled of Chicago’s non-emergency city services system \u2014 the process by which constituents submit service requests around the city.\n\nWith nearly 3 million potential users, ensuring the success of the new cloud-based system was an initiative of massive proportions.\n\nThe system, called CHI311,<\/strong> required a powerful technological infrastructure, high-level collaboration among stakeholders, and a solid digital adoption strategy.\n\nThe successful rollout and seamless digital adoption success earned Catalyst WalkMe\u2019s DAP Award for customer experience.<\/strong>\n

About the DAP Awards<\/h2>\nWalkMe\u2019s DAP Awards recognize organizations and individuals who successfully created and executed a digital adoption strategy to achieve digital progress. After evaluating submissions, we chose three winners from different categories to be the first recipients of the award.\n\nThe three categories of the WalkMe DAP Awards include transformation leader<\/a>, customer experience, and employee experience.\n\nOf all of the nominations for the customer experience, the Catalyst project was a clear standout.\n

Introducing CHI311<\/h2>\n\"catalystCatalyst\u2019s leadership in the development of CHI311 has set a new precedent for public services in the digital age.\n\nThe consulting group collaborated with Chicago\u2019s Department of Innovation and Technology (DoIT), 311 City Services, 33 city departments, and Salesforce<\/a> to transform the 20-year old legacy system into a cutting edge cloud-based platform.\n\n\u201cThe City of Chicago had a strategic vision to improve the 311 customer service capabilities of the city for the citizens of Chicago through the use of closed-loop communications, a modern and intuitively designed website, and a citizen-facing mobile app,\u201d Tim Smith<\/a>, Managing Principal and COO of Catalyst, tells WalkMe.\n\n\u201cWe were thrilled to hear about this initiative and immediately started figuring out a way to participate in this truly innovative project effort.\u201d\n

Dive Deeper: How to Design the Optimal Customer Experience \u2014 6 Tips<\/strong><\/em><\/a><\/span><\/p>\n\n

How does CHI311 boost CX?<\/h3>\nAt a high level, CHI311 makes it easy for constituents to submit service requests (think: repairing a streetlight, filling potholes, removing snow, sheltering stray animals, etc.) and increases transparency into the status of each request.\n\nUsers access the system on the community portal or mobile app, which offers a single, city-monitored, web-based platform. There, constituents can track the progress of service requests throughout the full duration of problem resolution.\n\nThat means no more long wait times on Chicago\u2019s non-emergency 311 phone line. No more being clueless into the status of your request. No more unresolved issues.\n\nWith CHI311, every Chicago resident has an equal ability to submit requests to the improvement of their neighborhood \u2014 with a better user experience<\/a> and faster results.\n

Building CHI311<\/h2>\n\"catalystCatalyst leaders understood that the success of a digital transformation project<\/a> of this scale rested heavily on its potential to fulfill residents\u2019 real needs.\n\nTim emphasized the importance of \u201cengag[ing] with the residents to understand what they would like to see from the new system.\u201d\n\nTo that end, they focused great attention on focus groups and on-site visioning sessions to gain the deepest possible understanding of Chicago residents\u2019 needs and identify the key business processes that would need to be re-engineered.\n\nWhen it was time plan the technological infrastructure, Catalyst implemented Salesforce Service Cloud, Salesforce Field Service Lightning, Salesforce Community Portal, Salesforce Marketing Cloud, and a custom Catalyst-built mobile app.\n

Digital adoption was key to success<\/h2>\nEnsuring that all residents can easily use the online community portal and mobile app was fundamental to the success of CHI311.\n\n\u201cIf constituents cannot create a service request in a supposedly \u2018modern\u2019 system, they will lose trust in the city and the services it provides based on this poor first impression,\u201d says Jess Talwar<\/a>, Customer Success Manager at Catalyst. \u201cNews organizations and watchdog groups will, in turn, question the time, effort, and cost of a system if [the] rollout is not smooth and directly communicated as a benefit to the constituents.\u201d\n\nDigital adoption<\/a> was an essential part of the strategy to maximize usability and access and maintain the highest standard of trust.<\/strong>\n\nOne way to achieve these goals is providing content in multiple languages so Chicago\u2019s diverse population can engage with the platform.\n\nAnother core component is the Knowledge Base, which includes more than 500 articles that can answer residents\u2019 frequently asked questions. This was a major improvement from the legacy system, in which residents had to call<\/a> the 3-1-1 support line to get basic information.\n\nThe Knowledge Base not only makes information more accessible to Chicago citizens, it also frees up operators\u2019 time to focus on providing higher-quality customer engagement and troubleshooting more complex issues.\n

Like what you\u2019re reading? Subscribe to the blog for fresh insights delivered right to your inbox!<\/i><\/b><\/a><\/span><\/p>\n\n

Rising numbers show increasing promise<\/h3>\n\"catalystA digital transformation project of this scale has high stakes.\n\n\u201cWhen you launch a solution like this, that potentially has a user base of millions and is highly visible, all the way from citizen champions to the Mayor\u2019s office, that\u2019s a lot of pressure,\u201d says Tim. \u201cI couldn\u2019t be more proud of our team and the way everyone rose to the challenge.\u201d\n\nThe proof of early success is in the numbers.<\/strong>\n\nAt the time of Catalyst\u2019s submission to the WalkMe DAP Awards, the CHI311 mobile app had been downloaded 16,000 times for iOS and 8,700 times for Android devices from its launch in December 2018.\n\nAn impressive 48,469 services requests have been made through the mobile app, while 215,532 have been created through the Community Portal.\n

Chicago paves a path for other cities<\/h2>\nDigital transformation<\/a> at a city-wide scale is no small feat, but with the right digital adoption strategy, success is within reach.\n\nCHI311\u2019s early achievements have already set an example for other cities.\n\n\u201cWe have already seen tremendous momentum in the marketplace from municipalities making a push to connect in more efficient ways with their residents,\u201d says Tim. \u201cResidents expect the same levels of customer service that they get from Amazon, and the only way to deliver that level of customer service is through technology.\u201d\n\nCongratulations, Catalyst, for your success!\n

WalkMe\u2019s Digital Adoption Platform (DAP)<\/strong> transforms the user experience in today\u2019s overwhelming digital world. Using artificial intelligence, engagement, guidance, and automation, WalkMe\u2019s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website. Discover how a DAP can revolutionize your business.<\/em><\/span><\/p>

Request a Demo<\/a><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"Public services are notorious for being laggards in the race for digital transformation \u2014 but the City of Chicago has…<\/span>","protected":false},"author":246,"featured_media":6785,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,358,189],"class_list":["post-6784","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-walkme-dap-awards","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"\nCatalyst Wins WalkMe DAP Award for 3M-User Digital Transformation<\/title>\n<meta name=\"description\" content=\"We are excited to announce that Catalyst Consulting Group has won WalkMe's DAP Award for its Chicago-wide digital transformation. 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