Boston Overhauls 311 System with Modern CRM and Low-Code Tech

The City of Boston is modernizing its 311 system, a critical hub for non-emergency services, replacing a 2008-era platform with a new constituent relationship management (CRM) system and asset management system. This overhaul aims to improve the experience for both residents and city teams responding to over 1,000 requests daily.

The Need for Modernization

Boston’s current 311 system, implemented in 2008, had become increasingly difficult to maintain and upgrade. According to Santiago Garces, Boston’s Chief Information Officer, the system had evolved to serve too many purposes, losing the architectural clarity needed for reliable updates. InformationWeek reports that a previous attempt to replace the system under a prior administration failed after nearly four years and at a cost exceeding initial projections.

A New Approach: Agile and Strategic

This time, the city is employing a milestone-driven, agile strategy designed to deliver incremental value rather than a single, high-risk rollout. Hoodline details that the project focuses on faster request processing while maintaining familiar interfaces for callers and app users.

The Technology Stack

The new system combines Creatio as the CRM hub with Cartegraph for managing Boston’s physical assets. Boston.gov explains this integration allows tracking a single 311 case from initial contact to resolution by the appropriate city crew. Creatio’s no-code tools are accelerating the iteration process, and the platform currently handles approximately 1,000 cases a day, serving around 675,000 residents.

Implementation and Progress

The implementation began with informational cases – inquiries that didn’t fit into structured categories – which previously weren’t tracked in the CRM. Within three months, this functionality was live, capturing over 50% of call volume. InformationWeek reports the project is currently between 40% and 60% complete, on track for full overhaul by mid-2026.

Addressing Challenges and Unexpected Needs

The city demonstrated flexibility by adjusting timelines based on seasonal needs, prioritizing streets and highways after winter and parks before spring. Unexpectedly, the Creatio platform was also leveraged to build a system for tracking issues during the 2024 presidential election, addressing a shortfall of ballots at some polling locations.

Future Enhancements

The city plans to continue improving the 311 system post-implementation, exploring the use of artificial intelligence (AI) and expanding multilingual capabilities. The goal is to align Boston’s city services with the standards of leading private sector companies.

About Boston 311

Boston 311 serves as the city’s central hub for information and non-emergency services, accessible by phone, web, and a mobile app supporting 10 languages. Boston.gov provides contact information for the Boston Digital Service (617-635-4500) and the Analytics Team (617-635-4783).