When Penelope Cash joined the City of Berkeley as 311 Manager, she inherited a system held together by Band-Aids — one so outdated her team dreaded coming to work. Reports took weeks. Call times stretched to 6 minutes. And every day brought the fear that the system might not boot up at all.
In this customer spotlight, Penelope shares how Berkeley’s 311 team replaced a 19-year-old legacy platform with Catalis Request 311 and transformed their operation virtually overnight. From slashing call handle times nearly in half, to producing accurate fiscal reports in 20 minutes instead of weeks, the results speak for themselves.
Watch to learn how the City of Berkeley navigated change management, got staff buy-in, and modernized the front door to city government.
Key Takeaways
- Why Berkeley’s legacy CRM was failing staff and residents
- How leadership participation drove a successful transition
- The reporting accuracy gains that satisfied the finance department
- Practical advice for other cities considering a 311 modernization
