Just south of San Francisco and north of Silicon Valley, the City of Burlingame, CA was looking for an efficient way to streamline internal workflows, eliminate redundancies, and better communicate infrastructure maintenance to their 30,700 citizens.
“One thing that quickly became apparent was that we were underserving a significant, tech-savvy segment of our population,” says Nil Blackburn, assistant to the city manager. “In Burlingame, we pride ourselves on customer service and community engagement.”
“We wanted to communicate better with the public about the work we were doing. And, by doing that, we also wanted to set and manage their expectations,” recalls Kevin Dawdy, management analyst.
Having used Cartegraph’s operations management software since 2014, Burlingame had already made great strides in becoming more effective and efficient. For example, the Operations Division—including water, storm, streets, and facilities—reduced downtime and eliminated paper by leveraging Cartegraph for iPad in the field. Today, crews receive assignments on their mobile devices, and enter hours and equipment on the go—never missing a beat. Their Parks and Sewer Divisions also use Cartegraph, which improves cross-department communication.
But, Burlingame was looking to take their operations to the next level. By combining the power of Cartegraph and SeeClickFix, the city created AccessBurlingame. Using this community-driven communication tool, Burlingame hoped to provide taxpayers with the seamless, consumer-quality experience they were craving—all while keeping the community’s infrastructure in tip-top shape.
Burlingame residents now head to AccessBurlingame on their smartphone or computer to find info on community services and events or instantly notify the City of non-emergency issues—such as downed trees, street light outages, or potholes. When those maintenance requests come in, they are passed directly into Cartegraph, where crews can see and respond to requests in real time—automatically updating the citizen every step of the way.
“It’s really quite amazing. It’s really pretty seamless and we’re impressed with the way that it works,” says Karen Hager, management analyst.
By combining the power of Cartegraph and SeeClickFix, the City of Burlingame has successfully bridged the communication gap with their citizens. Operations are smoother than ever, and citizens are thrilled to be in-the-know and more involved in their community.