IMPLEMENTATION OF 311 CALL CENTER

Implementation of 311 Call Center

Table of Contents

Background3

Introduction4

Discussion6

General Causes for Voter Frustration & Need for Service7

Planning12

Mission of the Center12

Support Systems And Integration Points13

Volume Of Calls14

Sequence the migration of services14

Training Criteria15

Measurement Criteria15

Implementation16

Reporting and Measurements17

Financing19

Summary20

A Customer's Successful Service Model20

Process and Performance Improvement23

References29

Background

Besides the three-digit 911 emergency number ? America's telephone companies and the FCC have adopted other three-digit numbers ? including 311. It was first implemented locally by the Baltimore (Md.) Police Department on Oct. 2 ? 1996 to handle non-emergency police calls. The 311 number was then approved for nationwide use by the FCC on Feb. (Schellong 2008) 19 ? 1997 after President Bill Clinton endorsed the idea during a 1996 Sacramento (Calif.) campaign speech as part of his community-involved policing program.

Increasingly ? state ? county ? and municipal agencies are being driven by constituent pressure to provide a universal access to non-emergency (Fire ? Rescue or Police) services. Issues affecting the quality of life ranging from trash removal and abandoned building conditions to water and sewer breaks ? potholes and traffic device malfunction ? as well as general community information contribute to voter's desire for consolidated access to information impacting life in modern urban areas. Taxpayers are sensitive to the impacts of these events on their quality of life and they hold their elected officials and their various departments accountable for these events. If the negative aspects of these events go unchecked over time ? and government is not responsive to these issues; the ability of the existing political organizations to continue to serve the public becomes impossible on Election Day.

Introduction

The City & County of Denver's new 311 Call Center - which commences in July - is conceived to accept non-emergency calls and makes town services effortlessly accessible to its constituents. The governmental entity values Address Object to verify and clean up Denver's database of incorrect ? incomplete and undeliverable locations at the issue of entry.

Denver's 311 Call Center manages a kind of call kinds which variety from informational inquiries to service requests. Constituents that dial 311 can for demonstration ? report a pothole ? a loose animal or a handicapped vehicle. The telephone assistant would first verify the address where the inhabitant is calling from and the address where the service is being requested. Then ? the telephone assistant would direct the caller to the befitting town service or adjacent jurisdiction. The 311 scheme utilizes the PeopleSoft CRM and accessed DenverGIS' address world broad web service that leverages the city's living address database for 'in-city' locations and the Address Object for 'out-of-city' addresses. (Schellong 2008)

David Luhan ? the GIS Manager for the City of Denver's Geographic Information Systems (DenverGIS) ? states “address correctness is crucial for the productive consignment of data and town services. Using the Address Object endows us to 'extend' our present address world broad web service after Denver and presents an unquestionable procedure to work out where call capacity is approaching from. Over 90 per hundred of the city's enterprise ...