<agency name> Presentation

Citizen Service & 311

How government is leveraging open source and low-cost technology to

better manage citizen service requests.

Mark J. HeaddSenior Application Developer, Tele-Works, Inc.

www.tele-works.com@mheadd / voiceingov.org

311?

What are we here to talk about?

What are we here to talk about?

Photo by Flickr user MSVG

What are we here to talk about?

Photo by Flickr user Wyrmworld

What are we here to talk about?

Photo by Flickr user Chris Campbell

• 311 – designated dialing abbreviation for governments.

• Typically call center based.

• Non-emergency service requests.

• “Burning building? Call 911. Burning question? Call 311.”

• First used in Baltimore in mid-1990’s.�• Largest 311 operation in the world = NYC

– ~ 43,000 calls per day

– Translation services in 170 different languages

– June 20, 2007, received 50 millionth call.

What are we here to talk about?

Why are we HERE talking about it?

• 311 = any process to handle non-emergency service

requests.

• Municipal differences aside, same fundamental government

activity.

• NYC vs. Manor, TX.

• Smaller municipalities face the same types of challenges.

• What are the challenges?

Challenges all governments face

Photo by Flickr user Tracy O

Challenges all governments face

Photo by Flickr user Sammy0716

Challenges all governments face

Photo by Flickr user Mathew Field

Local Governments as Laboratories

• To feds, states can

act as laboratories.

• Some large cities on

cutting edge.

• Trying new ideas.

• Can reduce risk for

smaller governments.

• Ideas approaches

that are working out

in the wild?Photo by Flickr user tk-link

• Good time to talk about this.

• Lots of experimentation happening with non-emergency

service requests. Open311.

• New ways of delivering technology solutions.

• SaaS, Cloud computing, shared solutions.

• New ways of communicating, interacting (Twitter, Facebook).

• Social media fostering a sense of connectedness?

• Rise of new (engaged) citizenry?

• New ways of deploying old communication channels.

What can we learn?

What are we here to talk about?

• 311.

• Process / tools for

handling non-

emergency service

requests from

citizens.

• Technology to support

the process.

• The time is now.

• The place is right.

Breakout sessions to follow

Getting to 311

• If full blown 311 service centers are suitable for big cities then what can smaller municipalities do to centralize citizen requests for service and information to create efficiencies and improve customer satisfaction?

It’s All About the Phone

• How can governments leverage cell phones (both old and new) to enhance customer service and allow citizens to “self serve.” How can smaller local governments tap into the latest in technology for mobile devices and cell phones?