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How hubNashville brought resident requests into one place.
One shared platform gave residents a clearer way to get help and city workers better tools to respond.
million+ service incidents submitted across many Metro departments
languages supported on platform
When it comes to running a city, emergencies are not the only situations that warrant specialized attention and oversight. In fact, the success of a community depends heavily on how efficiently critical non-emergencies are managed. When a streetlight isn’t working, overgrowth is blocking the right of way, trash doesn’t get picked up or a pothole becomes a nuisance, who should people turn to? And will they be satisfied with the response time and proposed solutions? We teamed up with Metro Nashville Davidson County, Tennessee, to increase accessibility to government services and help empower one of the country’s largest cities with data-driven decision-making. Now, Nashville residents are able to solve daily problems and contact local representatives with ease.
A broken streetlight or missed trash pickup may not be an emergency, but Metro Nashville Davidson County knew these kinds of issues still impacted residents’ daily life. It wanted residents to have a clear way to raise these issues and know their local government could act on them.
Publicis Sapient partnered with Metro Nashville to create hubNashville, a multipurpose web and mobile portal that supports hundreds of services, helping residents solve everyday problems and contact local representatives with ease.
In the past, there was no standardized way for Nashville’s population to report issues or communicate with local representatives. Complaints were not being efficiently addressed, and response actions from the city were often delayed and disjointed. Plus, residents had no way of tracking the progress of their inquiries. Because there was no singular digital platform to support and productively enhance resident touchpoints, we aimed to future-proof the city of Nashville for the digital landscape of tomorrow.
When Metro Nashville Davidson County reached out to Publicis Sapient for their digital transformation of resident services, our shared goal was to make public services more accessible and help local government gather data for more impactful outreach strategies. We collaboratively built the hubNashville 311 communication center, a multipurpose portal designed to efficiently address community and governmental concerns. Not only can residents conveniently log their issues on web and mobile, but Metro can also track, prioritize, triage and automate workflows around all the data collected through hubNashville.
With more than a million incident submissions, the platform has been transformational in addressing resident concerns. Residents can conveniently access hundreds of services—all of which are available in multiple languages. With all case management and service delivery tracking in the cloud, Nashville was able to boost resident satisfaction, improve resolution timelines and impactfully resolve and prevent community issues. And while hubNashville was designed specifically for non-emergencies, it has also been invaluable in the city’s responses to major events like snowstorms, tornadoes and health crises. Our modern omnichannel platform means that residents are being heard, and their representatives can proactively coordinate city-wide responses to protect their community.
