{"resourceId":"boston-311-2026-volume-platform-migration-20261031","versions":[{"version":"external-ea8c7ec25c46d8918c93d3f66e3ec3b65a7ed7bda893049ffc162a47b8db1bbe","resource":{"id":"boston-311-2026-volume-platform-migration-20261031","title":"Boston 311 logs 266,778 requests through Oct. 29, up 10.5%, as the city moves cases from Lagan to a new Creatio system; 64.6% on time","organization":"City of Boston 311 and Boston Digital Service (analysis by The Boston Report from Analyze Boston open data)","sector":"311 and constituent service requests","geography":"Boston, Massachusetts, United States","publishedAt":"2026-10-31","publicationDate":"2026-10-31","eventDate":null,"sourceName":"The Boston Report","sourceLabel":"Boston Report: Boston 311 by the numbers, 266,778 requests in 2026","sourceUrl":"https://thebostonreport.com/2026/10/31/boston-311-requests-2026-by-the-numbers/","evidenceClass":"independent-reporting","outcomeClass":"mixed","topics":["operating-model","infrastructure","knowledge-work"],"finding":"Combining the city's legacy and new-system open datasets, The Boston Report counts 266,778 Boston 311 requests from Jan. 1 to Oct. 29, 2026, about 10.5% more than the same period of 2025. The city is replacing the Lagan platform adopted in 2008 with Creatio, a cloud case management system linked to Cartegraph asset tracking, and expects to finish by the end of 2026; by October about three of every four new cases went to the new system. City staff opened about 42% of requests, the BOS:311 app 41% and phone 17%. 64.6% were marked on time, 74.2% in the new system and 60.8% in the legacy system, though the systems handle different request types.","sledRelevance":"A large city's 311 platform migration in progress, with open data showing channel mix and on-time rates. It shows why baselines get messy during a migration, which matters for any agency planning AI or chatbot layers on top of 311.","evidence":"Secondary analysis of city open data by an outlet whose byline identifies an AI reporter; figures are the outlet's calculations and were not independently recomputed here. The outlet itself warns that the new and legacy on-time rates are not a direct measure of the new software.","architectureImplications":"During migration, data sits in two datasets with different category names; analytics and any AI routing must reconcile both.","governanceImplications":"Publishing both datasets openly lets outsiders check performance; agencies should document category mappings during migrations.","securityPrivacyImplications":"Open 311 data includes locations; publishing should keep stripping personal details.","caveats":"Outlet calculations from open data; AI-assisted reporting; category changes distort year-over-year comparisons; no causal claim about the new system.","streamIds":["citizen-engagement"],"roles":{"sales":"For 311 buyers, the signal is that platform migration comes before AI. Boston is mid-move from a 2008 system to a cloud case management platform, with volume up about 10.5% and on-time rates around 65%. Discovery should cover channel mix, category mapping and how performance will be compared across systems. A bounded engagement is a 311 data and performance baseline during migration. The data does not show the new system caused better results.","engineering":"Engineering fit is case management integrated with asset management, plus open data publishing that spans old and new systems. Any chatbot or AI routing has to map to the new categories and keep the legacy history usable. Validation should recompute on-time rates by request type in both systems before claiming improvement, because the mixes differ.","delivery":"Delivery work is dual-running, category mapping, staff training on the new system and keeping open data consistent. Proposed acceptance criteria compare like request types across systems over the same months. Note the outlet's own caution that the on-time gap is not a measure of the software. Because staff open about 42% of requests, internal users need as much attention as residents."},"roleDetails":{"sales":{"customerProblem":"Cities replacing aging 311 platforms struggle to keep performance comparable and residents served during the move.","stakeholders":["311 director","Digital service or IT lead","Public works and asset management","Open data team"],"discoveryQuestions":["How will categories map from the old system to the new one?","Which channels do residents and staff use most?","How will on-time performance be compared across systems?"],"valueHypothesis":"A clean migration and consistent open data make later AI or chatbot layers easier to measure; no gains are shown here.","potentialEngagement":"A 311 performance baseline and category mapping review during the migration.","unsupportedClaims":["That the new system caused the higher on-time rate","That AI is part of Boston's migration","Any resident satisfaction change"]},"engineering":{"fit":"Fits cities moving 311 to cloud case management linked to asset systems.","architectureIntegration":"Case management integrated with Cartegraph-style asset tracking, with both datasets published until cutover.","prerequisites":["Category mapping table","Open data pipeline for both systems","Staff training plan"],"constraints":["Different category names across systems","Dual datasets during migration"],"security":"Keep personal details out of published request data, including free-text fields.","proofOfValue":["Recompute on-time rate by request type in both systems","Check that mapped categories match field work orders"]},"delivery":{"work":"Complete the 311 cutover and keep performance reporting consistent.","dependencies":["Vendor configuration","Department adoption","Open data publishing"],"ownership":"311 and the digital service team, with departments owning closure of their requests.","skillsAdoption":"Call takers and city staff need training on new categories and workflows.","governanceCheckpoints":["Category mapping sign-off","Monthly on-time report by type","Post-cutover data quality review"],"acceptanceCriteria":["Proposed: all request types migrated by the planned end date","Proposed: on-time rate reported by matched request type"],"risks":["Broken year-over-year comparisons","Requests lost between systems","Staff confusion over categories"]}},"retrievedAt":"2026-11-01T03:11:00Z","enrichedAt":"2026-11-01T03:16:59Z","enrichmentBasis":"retrieved source","accessibilityWorkforceImplications":"Staff-generated requests are a large share, so 311 is also an internal work-order channel, not only a resident front door.","procurementImplications":"Platform replacement plus asset-system integration is a multi-year effort; buyers should plan dual-running and data publishing.","operatingModelImplications":"On-time targets and category definitions need to be carried across systems so performance stays comparable.","sourceVerification":{"openedUrl":"https://thebostonreport.com/2026/10/31/boston-311-requests-2026-by-the-numbers/","referenceExcerpt":"On timing, 172,315 requests, or 64.6%, were marked on time against the city’s target date, and the rest were marked overdue.","promptVersion":"sled-research-v4.0","model":null,"basis":"agent-reported inspection"}}}]}