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How a large US city built 137+ interfaces for a mobile 311 app

A large US city government serving 1.4 million residents needed its mobile 311 app, CRM platform and SAP systems to work together. An SAP integration lead and a team of 4 designed the architecture and delivered 137+ interfaces over 36 months, reaching 98% successful processing yearly.

Organization
A large US city government serving 1.4 million residents
Industry
Municipal government
Size
1.4 million residents served
Region
US West Coast
Project type
Integration Strategy and Architecture, B2B and EDI Integration
SAP technology
SAP Process Orchestration, SAP NetWeaver, SAP Ariba, SAP ECC
Other technology
Cloud CRM platform, Banking system, Mobile app (iOS and Android)

The challenge

Citizen service platforms and SAP systems ran disconnected, and a new mobile 311 application needed real-time integration with complex A2A and B2B requirements across departments. The city also lacked a standardized integration architecture and documentation, and needed a secure, scalable foundation for public sector operations.

Results

137+
Interfaces developed across SAP and external systems
98%
Successful integration processing and operations yearly
15 minutes to 8 hours
Issue resolution time

Questions

What did the city need from its SAP integration program?

The city needed real-time integration between a mobile 311 application, a cloud CRM platform and its SAP systems. It also needed standardized architecture and documentation, plus secure and scalable A2A and B2B connectivity across departments.

What was delivered during the engagement?

The team developed 137+ integration interfaces, including those supporting the mobile 311 application. It also delivered business blueprint, functional and technical design documentation, ran proofs of concept and integration validation, and supported deployment and mentoring.

What results did the integration platform achieve?

The platform reached 98% successful integration processing and operations yearly. Issue resolution times ranged from 15 minutes to 8 hours, and the city gained a standardized, secure and scalable integration foundation for its operations.

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