When cities began implementing 311 call centers in the 1990s,they did so to better understand and respond to citizen needs. Withone phone call, residents…
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.
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.
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.
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.
From managing requests to running rich reports and engaging citizens regularly and during disasters, 311 data systems are evolving government operations.
Think mobile first.
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.
Houston Matters visits the city’s 311 call center to learn how the service handles the needs of citizens.
former Mayor Bloomberg at 311 (photo: Edward Reed)The city’s 311 non-emergency call center for information about city services and to lodge complaints is nearing a mid-year re-launch, its first major overhaul since being introduced by Mayor Michael Bloomberg in 2003. The revamped system, estimated to debut in July, will modernize 311’s currently outdated system that…