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City of Edmonton Becomes First Municipality in North America to Deliver 311 Service With SAP® Software


Canadian City Leverages SAP® Customer Relationship Management to Integrate Multiple Call Centres to Reduce Costs, Increase Accessibility to Municipal Services and Enhance Level of Service to Citizens

NEWTOWN SQUARE, Pa. and EDMONTON, Alberta. - SAP AG (NYSE: SAP) today announced the City of Edmonton as the first municipality in North America to deliver 311 telephone information service to residents using the latest version of the SAP® Customer Relationship Management (SAP CRM) application. The 311 service provides Edmonton’s more than three quarters of a million citizens with single-point access to information and non-emergency services, 24 hours a day. The city amalgamated call centers from 12 unique business areas, including transit information, planning and development, roadway maintenance, drainage operations and community services program registration, into 311.

Leveraging its existing SAP platform, Edmonton deployed SAP CRM through the SAP® Ramp-Up program, which helps organizations adopt new SAP software quickly and achieve an early return on investment. The program provides dedicated project monitoring, support and continuous knowledge transfer, which reduces implementation time, cost and risk.

“The creation of a 311 service is an enormous and complex undertaking for any municipality,” said Mark Aboud, president and managing director, SAP Canada Inc. “We are proud to help the City of Edmonton realize its vision for 311 services. With its SAP investment, Edmonton has provided its employees with the tools to connect citizens with information and services they need, at any time.”

Since launching the 311 service in January, the City of Edmonton has increased the accessibility of municipal services to citizens, improved tracking of citizen inquiries and concerns, and enhanced reporting of services delivered by its call centre. The city has also enhanced visibility into resource use across the city.

“311 service projects are also a top priority for a large number of U.S. municipalities,” said Mark Testoni, president, SAP Public Services America. “In this context, it is very helpful to have a look across the border and to evaluate best-practice examples like Edmonton. This project is a great example of how local governments are continually looking to better serve the needs of their citizens in a cost-effective way.”

Edmonton joins more than 1,500 public services customers worldwide that use SAP solutions to strengthen processes, enhance services and maximize public value.


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