Boston is rearchitecting the way it delivers non-emergency services. As part of a broader civic modernization effort, the city is replacing its aging 311 system with AI-powered
Key Outcomes
Modernized Citizen Service Operations
No-Code Agility and Internal Enablement
Improved Cross-Departmental Coordination
Accelerated Time-to-Value and Platform Resilience
Legacy tools failed to keep up, Creatio enabled rapid, resilient change
Boston’s 311 system, once a cutting-edge innovation when first deployed 15 years ago, was ready for a modern upgrade. With aging technology, limited scalability, and increasing service demands, the city saw an opportunity to enhance how it supports residents.
Rather than retrofitting outdated tools, the City of Boston initiated a strategic platform overhaul investing in Creatio AI-powered,
Our legacy system was brittle. With Creatio, we’ve gained control and flexibility to build and support solutions internally, helping our departments deliver services more efficiently to the people of Boston.
Selecting the Right Platform for the Future
Boston wasn’t just looking for a technical upgrade—it was rethinking how city services are built, delivered, and evolved. The goal was to find a platform that could support a modern, agile approach to public service delivery while empowering internal teams to lead the change.
Why Creatio?
Simplifying City Services with Intelligent Case Management
With over 650,000 residents, the City of Boston manages tens of thousands of 311 service requests each month ranging from pothole repairs and missed trash pickups to animal control and vital records. Each request may be routed to a different department across dozens of city agencies. Initially, more than 180 distinct service request types existed, introducing friction for both residents navigating categories and staff managing intake, routing, and fulfillment.
To manage this complexity at scale, Boston implemented an intelligent, full-cycle case management system designed not only to enhance service delivery but to streamline it. Using Creatio’s AI-powered
Effective citizen service starts with strong case management. Instead of asking residents to choose from hyper-specific request types, we can now route and manage requests more intelligently behind the scenes. With no-code, those processes are easy to adjust, allowing us to deliver faster, smarter solutions to the citizens.
Importantly, the transformation wasn’t purely digital. It was people-led and grounded in real operations. City staff collaborated with analysts, riding along with field teams and observing day-to-day service delivery to ensure new workflows reflected how services are truly delivered on the ground.
Strong Governance with
No-Code Agility — Backed by Cloud Security
Governance and compliance are foundational in public-sector environments especially for institutions entrusted with citizen data and critical services. For the City of Boston, ensuring secure access, centralized oversight, and fully auditable workflows was essential to modernizing its 311 operations. Creatio’s platform offered the city a secure, cloud-based environment with enterprise-grade security and governance controls — a strong fit for highly regulated institutions.
As more government organizations turn to Creatio to modernize their operations, the platform’s no-code flexibility continues to prove compatible with even the most stringent compliance requirements — balancing agility with accountability.
Boston adopted a centralized governance model, initially retaining administrative control within its core technology team. This approach ensures strong data integrity, operational consistency, and oversight as new workflows are deployed. Over time, the city plans to extend controlled access to departments as needed and empowering operational teams while maintaining centralized compliance.
Governance and compliance are critical in any government environment. We needed a platform that could give us centralized control, secure data handling, and the flexibility to grow responsibly. Creatio gave us all of that in a secure, cloud-based environment without compromising on adaptability.
Accelerating Change with
No-Code Speed
Speed has been one of the most transformative advantages of the new platform. What once took weeks can now be done in days or even hours. Internal teams are able to prototype, test, and deploy improvements rapidly, without relying on external vendors or extensive technical expertise.
For me, the biggest advantage of Creatio is speed. The speed to develop, release, iterate, prototype. We can have an idea, build it, and get feedback quickly. And it doesn’t require someone deeply experienced in the platform to do it.
This accelerated pace has already reshaped how the city delivers services and it’s only the beginning. Boston plans to expand Creatio to additional departments, continue consolidating service categories, and explore agentic automation and new AI use cases to better anticipate and meet resident needs. With a scalable, no-code foundation in place, the city is well-positioned to evolve its digital services in lockstep with its community.
About Keen360
Keen360 specializes in creating tailored digital environments that help organizations in life sciences, health care, and the public sector excel. The company delivers industry-specific CRM solutions on the no-code Creatio platform and blended BPO services from the U.S. and Guyana, enabling full omni-channel service centers in as little as 2–4 weeks.
