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The Concept:
Provide citizens with rapid 7x24 access to a wide range of non-911 city, county or state services, information and action. The 311 Citizen Service Center focuses on integrating people, process and technology to provide callers with personalized service, faster problem resolution and easier access to getting knowledgeable help.

The 311 Citizen Service Center improves the perception of local government, by establishing a services-oriented governmental center by which residents can interact with local government agencies. Local government benefits through improved utilization of agency resources, better tracking of information, quick access to accurate and consistent knowledge, improved citizen relations and up-to-the minute status of current conditions that impact the agencies and residents. By centralizing and consolidating multiple ‘stovepipe’ agencies into a single point of contact, citizens now seamlessly interact with multiple access channels designed to optimize operational efficiency and provide more effective and consistent citizen experience.

What must be done:

• Assess, review and document agency services, processes and knowledge
  
• Establish an integrated, single point of contact operation and center to house the citizen service representatives (CSRs)
• Evaluate, recommend and implement key supporting technologies including; CRM (Citizen Relationship Management) tool, Knowledge Management tool and Infrastructure servers and telecommunications
• Introduce new operational processes and workflows integrated into CRM application and other tools
• Develop a searchable knowledge base and integrate with all aspects of local government
• Integrate technology and workflows with all agencies prioritized by readiness and impact for Phase I
• Rollout 311 agency services on a phased basis
  
• Debrief Phase I for continuous improvement for rollout of Phase II agencies
  

How we can help:

• Development of critical requirements, RFIs and RFPs
  
• Provide expertise and guidance in the design, building and implementation of The 311 Citizen Service Center
  • Workspace
    
  • Telephony
    
  • Infrastructure and workstation technology
• Selection, implementation and integration of CRM and other tools
  
• Develop best practice and customized workflows and processes
  
• Staffing, training and managing The 311 Citizen Service Center
  

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