City of Fresno,CA
Incapsulate 311 Solution Overview
May 2023
2 Incapsulate Confidential Information
Incapsulate provides Fast, Easy and Smart Solutions built on Salesforce ● We are a Top Tier Salesforce Implementation Partner in Public Sector ● Our Teams are focused on Implementing State and Local Government Solutions ● We have over 25 cities and counties currently using our 311 solution ● Our CSAT is 4.95 our to 5
Incapsulate | Company Overview
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FresGo 311| Making Citizen Engagement Fast. Easy. Smart.
The FresGo 311 is a 23 Week project and the implementation will include:
● Public facing Mobile App allowing residents to submit Service Requests (SRs) ● Streamlined 311 Agent Console to take SRs over the phone ● Omnichannel (Chatbot and Live Chat) with Notifications via Email and/or Text ● Mobile Worker allowing city workers to update/close SRs with before and after pictures ● Reports and Dashboards
● Training & Support
Agent/Department Consoles Mobile City Worker App Self-Service Web Portal & Mobile App
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311 Capsule | Intuitive Experience for Agents
Agent guidance and dynamic
recommendations
Intuitive information presented
as needed
Information and Services
blended for quick access to
the answers
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311 Capsule | Web and Mobile Self-Service Access for Citizens Consistent user
experience for the citizen -
across all channels
Citizens can create a
Portal Account and online
presence
One configuration for all
channels
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311 Capsule | Dashboards and Reports
Dashboards show the big
picture of citizen engagement
Reports can provide Multiple
Views (neighborhood,
department, request type)
Dynamically updated using
live data
FresGo 311| Implementation Timeline
● Install CRM
Capsule and
Web Portal
● Review and Configure ESRI (Address
Validation & GIS)
● Review and Configure Initial Case
Types
Kickoff
& Install
Discover & Align
System Setup & Configure SRs
Review & Train
Deploy & GoLive
● SR Configuration Training to City Staff
● Salesforce Configuration (Roles, Profiles, Queues)
● Configure Specific Reports and Dashboards
● Final Data Migration & Staging
● Production Deployment
● Remote Train-the-trainer
○ End User Training
○ Admin Training
● User Acceptance
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8 Wk 9 Wk 10 Wk 11 Wk 12 Wk 13 Wk 14 Wk 15 Wk 16 Wk 17 Wk 18 Wk 19 Wk 20 Wk 21 Wk 22 Wk 23 Program Management
● Weekly Activities
○ Status Meetings and Updates
○ Issue/Risk Log Management
○ Sprint Planning Reporting
● Monthly Activities
○ Steering Committee Meetings
○ Issue Review with Executive Team
○ Sprint Demos
● Quarterly Activities
○ Joint Steering & Executive Project Meeting
○ Executive Project Readout
○ Functional Demos
Integration and Data Migration
● ESRI/GIS
● Open311 APi
● Data Migration Setup
● Data Migration Review & Test
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CRM
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311
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hubNashville Citizen Services
9 Thank you!
www.Incapsulate.com