Boston Modernizes 311 System with New CRM Platform

City replaces outdated software with flexible, citizen-centric solution

Mar. 3, 2026 at 6:23am

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Boston is undergoing a significant overhaul of its 311 system, replacing outdated software with a modern Constituent Relationship Management (CRM) platform. This shift reflects a broader trend toward proactive, data-driven governance as cities look to streamline operations and better serve residents through integrated, technology-enabled solutions.

Why it matters

Boston's 311 system modernization is a bellwether for how cities nationwide are grappling with the need to update legacy technology and build more responsive, efficient, and equitable public services. The adoption of a flexible, low-code CRM platform allows Boston to rapidly adapt to evolving citizen demands and unexpected events.

The details

Boston's new CRM system, powered by the low-code platform Creatio, enables the city to manage the increasing volume and variety of resident requests more effectively. The integration of CRM with asset management systems like Cartegraph allows Boston to directly link service requests to physical infrastructure, enabling more efficient maintenance and resource allocation. Looking ahead, the city plans to leverage AI-powered chatbots and data analysis to further enhance the 311 system's capabilities.

  • Boston began the process of overhauling its 311 system in 2024.
  • The city selected the Creatio CRM platform in early 2025.
  • The new 311 system went live in February 2026.

The players

Santiago Garces

Boston's Chief Information Officer, who led the city's 311 system modernization effort.

Creatio

A low-code CRM platform selected by Boston to power its new 311 system.

Cartegraph

An asset management system that Boston integrated with its new CRM platform to connect service requests to physical infrastructure.

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What they’re saying

“We must modernize our legacy technology to better serve residents and streamline internal operations.”

— Santiago Garces, Chief Information Officer

“Low-code platforms are disrupting the traditional model of lengthy government IT projects and high costs.”

— Santiago Garces, Chief Information Officer

What’s next

Boston plans to further enhance its 311 system by integrating AI-powered chatbots and advanced data analysis capabilities to improve the efficiency and responsiveness of city services.

The takeaway

Boston's 311 system modernization exemplifies how cities can leverage flexible, low-code CRM platforms and integrated asset management systems to build more proactive, data-driven, and citizen-centric public services. This approach can serve as a model for other municipalities looking to update their legacy technology and improve the delivery of essential city services.