Building a 311 Call CenterA Collaborative Blueprint

What We Will Do In This Workshop

1. I will provide the top level ideas based on my experience

2. You fill in the blanks for action items

3. We will build a blueprint together and I will assemble a working document

Conceptualize It

Physical Space

Brand

Constituent Perception

What else?

Sell It (to stakeholders)1. Politicians

2. Residents

3. Management

4. Staff

5. Who else?

Finance It

Look for grants

http://www.mass.gov/anf/docs/anf/cic/fy12-and-13-final-reports/final-report-malden.pdf

Justify reorganization of similar roles

Look for already functioning infrastructure and software

Where else?

Implement It

Phones

Call Center Software

311 Short Dial Number

CRM

SeeClickFix

Integrations

How else?

Staff It

Paid, Volunteer or Hybrid?

Worker’s Comp Light Duty Workers

Who else?

Communicate It To The Public

Social Media

Mailings

Vehicle Stickers

How else?

Measure and Improve It

Phone Calls Taken (IVR Reports)

SLA’s

SCF Reporting Tools

Data driven decisions (Maldensnow removal education)

How else?

Questions

My Contact Info

Email ron.cochran@gmail.com

@roncochran

facebook.com/cochran