Celebrating 311 Day in Government

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In 2002, the City of Baltimore, led by Director Lisa N Allen, was the first city in the country to launch 311 as an intake center for all service request and requests for general information from citizens and visitors. Over the years, many cities and counties have modeled Baltimore’s 311 and have implemented 311 call centers internationally.

On March 11, 2019 local governments of all sizes are using this date – 3/11 – to showcase and to celebrate how they are using 311 and centralized contact centers to provide a coordinated and seamless approach to service delivery.

For many communities, contact centers have become the face of government to the public. With the implementation of 311 systems, digital and civic media, and apps which allow the public to make service requests and enables direct interact with government officials, local governments are setting new standards for customer/community participation.

I encourage city, county, state, and federal governments that are using 311 and centralized contact centers to use March 11 (3/11) as an opportunity to promote your efforts to provide for responsive service to the public.

Improving customer experience to enhance performance in government

 

Portrait Of Staff Standing In Modern Design Office
Portrait Of Staff Standing In Modern Design Office

 

What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions.

Sourced through Scoop.it from: www2.deloitte.com

“The experience begins the moment a customer contemplates buying a book, and doesn’t end until she’s finished reading it and, if it’s really good, recommended it to her friends.

Customer service, on the other hand, is narrowly focused on the actual transaction of buying the book only.”

Residents welcomed to Niagara Falls 311 planning meetings

The Niagara Falls Community Development Department is competing for a grant to fund a citywide 311 system and is are asking residents for input. 311 is a nonemergency phone number that people can call in many cities to find information about services, make complaints, or report problems.

Sourced through Scoop.it from: www.wnypapers.com

“A grant-funded 311 system would change and improve the way the City of Niagara Falls does business and serves residents,” said Seth Piccirillo, director of Niagara Falls Community Development. “It is essential for our citizens to help plan this system, and we hope the public will join us at our meetings, as always.”

Why Your Data Strategy Needs to Align with Your Business Strategy

Now you might think that it is quite obvious that companies would understand the importance of using data. But, you would be surprised how many organizations do not fully align their Data Strategy with their business objectives.

Sourced through Scoop.it from: www.dataversity.net

Cities that want to make the transition into being a ‘data driven organization’ may entail coordinating operational business decisions to a systematic interpretation of information by deploying Advanced Analytics.

311 Contact Centre marks 10 years of helping Winnipeggers – Our City, Our Stories – City of Winnipeg

Wow

Winnipeg’s 311 contact centre was launched January 2009 to improve customer service. In the first 10 years it has evolved to continue to meet the needs of residents.

Sourced through Scoop.it from: www.winnipeg.ca

City of Winnipeg 311 Contact Centre marks 10 years of helping Winnipeggers.  311 launched in 2009 as a way to improve customer service.

Winnipeg was among the first group of cities in Canada to develop a contact center.

311 Data Fuels Government Response & Transparency

From managing requests to running rich reports and engaging citizens regularly and during disasters, 311 data systems are evolving government operations.

Sourced through Scoop.it from: efficientgov.com

Customers are holding public sector agencies to service standards typically found in private industry. As a result, local governments are turning to innovative technology to keep up with rising service expectations.

311 systems offer local governments speed and insights that boost overall performance. They:

  • Enable citizens to submit requests from anywhere at any time
  • Provide location accuracy related to requests with GIS functionality
  • Mobilize information sharing across government departments
  • Account for service costs more accurately and timely

Maximizing the Value of Experience Data

Think mobile first.

Sourced through Scoop.it from: www.entrepreneur.com

Think mobile first.

This news put the spotlight on experience data, but the reality is, this is not a new idea.

The most successful companies have known for a long time that they need to understand the sentiments, attitudes and emotions of their customers in order to succeed.

The existence of the market research industry rests on the fact that companies need ongoing feedback from their customers to make the right decisions.

Ransomware attack on Akron, Ohio takes down 311 service amid major snowstorm

State and federal officials are investigating the attack, though the city says it did not affect its storm preparations or ability to get the streets plowed.

Sourced through Scoop.it from: statescoop.com

Deja vu?  Last year the City of Atlanta spent $2.6M to recover from a $52K ransomware attack.

How are cities managing the tremendous security risk of of a ransomeware attack?

The City of Akron did not specify the amount of ransom demanded.  The attack was detected Jan. 22 when workers in the city’s information technology office “became aware of suspicious activity on the city’s network,” an Akron press release reads.