Welcome to the Summer 2026 ITA Spotlight! This season, our spotlight shines on the dedicated Salesforce support team within ITA's Department Applications Service Division!
Led by ITA's Jeremy Stout, this outstanding team includes Oscar Ortiz, Christopher Lastra, Wilson Yuen, Tam Vuong, and Ryan Nguyen. Following the City's transition of MyLA311 to the modernized Salesforce system on March 28, 2025, the platform saw an incredible 20% increase in service requests in its first year. Used daily by our own highly talented 3-1-1 Call Center, other City departments, and the public, the 3-1-1 system is legitimately the largest IT system at the City of Los Angeles (~3,000,000 requests processed every year). The application team has become an essential behind-the-scenes force, balancing daily system stability with continuous, high-impact enhancements. By utilizing a weekly change management process with department stakeholders and holding strategic meetings with City Council offices, the team successfully managed the influx of post-go-live workload and prioritized critical system upgrades.
Post-Go-Live Accomplishments & Metrics
Since the initial launch, the team has worked tirelessly to stabilize, support, and optimize the system for the City. Their key achievements include:
- Resolved over 1,800 system tickets since go-live.
- Executed over 50 weekly deployments to keep the platform optimized.
- Completed over 180 change requests to improve functionality.
- Maintained a rapid one-week turnaround time for critical bug fixes to ensure seamless operations.
- Swiftly addressed and resolved unexpected technical hurdles and bugs that emerged following the User Acceptance Testing (UAT) phase.
Continuous Enhancements & User Experience (UX) Upgrades
The team has consistently upgraded the platform based on real-world use and direct feedback of the 3-1-1 Call Center and other users to ensure the highest level of efficiency:
- Modified existing service request workflows based directly on stakeholder feedback gathered post-launch.
- Enhanced system mapping logs and implemented graceful fallbacks to handle mapping errors smoothly.
- Reworked the field worker close-out process into a streamlined, dynamic three-page flow that displays only the necessary fields and information based on the specific type of request.
- Empowered field staff by adding the ability to proactively create work orders directly while out in the field.
- Improved the user experience by providing clearer error messaging paired with straightforward next steps.
Looking Ahead
The MyLA311 application team shows no signs of slowing down. As we look toward the remainder of 2026 and beyond, the team will continue to gather feedback from our experienced 3-1-1 Call Center & other users and implement changes to ensure the platform evolves with the City's needs. Furthermore, they are currently working on delivering enhanced reporting capabilities directly to the public. Additionally, they are heavily focused on upgrading and enhancing the 311 Call Center capabilities within the system to further support our agents.