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Municipal Government Leverages FormAssembly’s Salesforce Connector

Salesforce Team Manager

Case Study Snapshot

Local governments, including cities, counties, and municipalities, have numerous obligations in the process of data collection. In many scenarios, gathering reliable data is twofold—internally (among staff members and employed public officials) and externally (among residents and citizens). Tech and administrative teams need secure, seamless processes in place to reduce frustration and improve user experiences for collecting data for multiple initiatives at a time.

About

In this case study, we spoke with a Salesforce Administrator at a city and county government. This individual oversees technology processes and data organization in a metropolitan area that’s home to roughly 3 million residents in the western United States. This particular city offers a unique landscape and rich cultural history that has contributed to a population increase of nearly 20% in recent years. With this in mind, city officials and public agencies need the right tools and technologies to keep up with new demands and data processes. 

The Numbers
50+
FormAssembly forms in use
48
Salesforce applications

The need

Equipping agencies to better serve citizens

Managing several municipal initiatives at one time

For the Salesforce team in this particular city, the underlying focus is to equip city and county agencies to better serve citizens. Occasionally, there will be a shift to improving internal processes that provide staff with an enhanced ability to interact with residents and collect data more efficiently.

 

Technology staff at this local government first encountered FormAssembly through a vendor relationship with Slalom, a FormAssembly partner, and they’ve now been a valued FormAssembly customer for over five years. The consultant team was quick to recommend FormAssembly as the primary platform for optimizing Salesforce processes.

A major concern was being able to convert from Form > Case in Salesforce. Individual agencies needed better alignment instead of using their own strategies for uploading data.

“We needed a streamlined solution that we could replicate again and again. Using a tool like FormAssembly allows us to train or develop on just one tool and to standardize processes across multiple departments.”

"We needed a streamlined solution that we could replicate again and again. Using a tool like FormAssembly allows us to train or develop on just one tool and to standardize processes across multiple departments."

The solution

Gaining back time and resources to spend on other important initiatives

Replacing manual data entry once and for all

In terms of tangible business benefits, the biggest perk of using FormAssembly has been time savings, since manual data entry is now a thing of the past.

 

An example of this is a form that the Salesforce team built two years ago. The new form process was designed specifically for the public defender’s office to help manage new cases and process sensitive data within Salesforce. Previously, staff was using colored-coded pieces of paper for client meetings, and paralegals would enter that data manually. 

 

Now, with FormAssembly and Salesforce, such information can be automatically sent and updated without bouncing between two separate systems. Not only has the accuracy of information improved, but the long-term impact is significant. 

 

From the residents’ perspective, there have also been numerous improvements. Instead of searching for information on the website and making multiple phone calls, staff can embed new forms onto a web page, and citizens can receive immediate and direct answers to inquiries.

Important data collection features for municipal use cases

“Not only has the accuracy of information improved, but the long-term impact is significant.“

Use Cases

Case Management

The primary use case for the city is case management. Staff members often use FormAssembly to facilitate the internal and external needs of residents and city officials. This means that some case forms are resident-facing (submitted by the public for certain needs or requests) and others are internally processed by government offices and agencies.

The biggest benefit of using FormAssembly is to transfer data from Form > Case in Salesforce. When new cases come in, they are filtered according to priority and need, which increases transparency and improves response times.

Housing Stability Programs

Other cases include the city’s Housing Stability initiatives, which work to promote affordable housing and reduce homelessness by allowing residents to get into a better financial position. Staff has built a convenient income verification form within FormAssembly where residents can submit the information that confirms their eligibility. This process helps the city make sure that residents are legally and officially eligible to receive special housing benefits.

Marketing Requests

The city also receives many marketing requests that are now handled through FormAssembly. In particular, this use case has allowed for significant time savings because it frees staff from having to answer multiple emails and phone calls. The simplicity of the form means that new requests are automatically routed to the appropriate people who can better address each new marketing initiative.

Contractor RFPs

One additional use case addresses the process of RFPs (Request for Proposals). RFPs allow the city to collect bids from contractors for any new application, tool, process, or physical infrastructure project. These initiatives go out to a bidding process so that contractors can submit their own budgets and ideas. Likewise, the city can respond fairly and honestly and distribute work among qualified parties.

What's Next?

Although the city’s current Salesforce roadmap is full of new initiatives, the tech team looks forward to exploring the potential that FormAssembly has to offer.  Future projects may involve FormAssembly Workflow, which will open doors for each agency to have more uses for complex multi-form data collection methods. 

 

On a regular basis, the Salesforce team fields many small requests for FormAssembly projects, and they are excited to create easy-to-build forms that have a far-reaching impact on the city at large.

 

Are you ready to see what FormAssembly can do for your local government or civic organization? FormAssembly is the only FedRAMP-ready solution for secure data collection.

Don’t just collect data — leverage it.