Government Technology - May 2008 - (Page 43)

Most Popular Types of 311 Requests Type of request Number of respondents reporting request 84 75 72 61 Technology and Logistics A small majority of local governments, 52.2 percent, said they used off-the-shelf call intake technology. Most governments have added their customizations, and vendors are generally willing to work with clients to make modifications. For example, San Antonio, Texas, already had departments with their own call centers and work management systems, so officials designed an overlay system that works with all of the systems, according to San Antonio Customer Service/311, another report from the ICMA’s Call 311 case study series. As far as handling calls, the survey showed there isn’t a consistent practice. Call intake technology and the centralized service system work hand-in-hand. Central call staff members are trained to handle the calls in 38 percent of the reporting local governments, and 28 percent said that central call staff records the call and then transfers the caller to the responsible department. Other local governments reported that customers enter their “call” into a Web-based system, which then routes the information to the responsible department. Departments may also take calls and enter them into a centralized system. Local governments that have implemented a 311 system recommend that not all departments go online simultaneously. They suggest going live first with the three or four departments with the highest call volume, and then adding more as the system matures. Local governments that responded to the survey said the following services are integrated into their 311 system: • public works (95 percent); • code enforcement (88 percent); • city and county management and administration (84 percent); and • parks and recreation (81 percent). Twenty-eight local governments have tracked the number of nonemergency calls to 911 since their centralized systems were implemented, and 43 percent reported a decrease in calls to 911. Oftentimes, frustrated customers call 911 when they don’t know which department to call, so any central call number sometimes will reduce those calls to 911. Requests for services topped the list of requests received by governments’ centralized Requests for services, such as pothole repair, burned-out street lights Complaints about grafﬁti, vacant lots Requests for information about local government services, schedules, etc. Suggestions, general feedback or comments on a speciﬁc issue. Methods of Contacting the Centralized Customer Service System (Other Than Telephone) After-hours answering service Voice recognition Automated touch tone In person/at the counter Regular mail Fax E-mail Internet/local government Web site 0 20 40 60 80 100 Percent reporting systems. Although complaints about graffiti and vacant lots were listed separately, they are probably handled as requests for service because dispatching employees is necessary to address the problem. Customers often have different needs or preferences when communicating with a service provider. Local governments reported that they provide more than telephone access to the system, with e-mail and Web access reported by the highest percentages of governments. None of the local governments indicated use of voice recognition; they facilitate wider use of their system by offering multiple ways to access the system because Web and e-mail allow customers 24/7 access. Forty-four localities reported that their centralized customer service system uses GIS, which can show on a map the potholes or graffiti in a particular neighborhood — an aid when identifying patterns of problems. Customer service representatives can also use GIS to provide directions to callers. One local government indicated that GIS helped track the location of work crews sent to a dangerous neighborhood where two police officers are required to patrol together. The local government could then plan to ensure work crew safety. GIS is important to consider from the start. Integrating GIS lets departments better organize work crews and assignments. It also lets call center staff ensure locations requested for service are within their jurisdiction and not a neighboring community. Responsiveness Is Key Eighty-two local governments reported that their systems include customer response mechanisms, such as estimated repair times or notifications that the repair has been made. Seventy-one local governments give the caller a tracking number, which lets the customer obtain status reports by phone or online. Several local governments provide more than one update, such as the estimated resolution date, an automated e-mail with the request and additional information, and automated e-mail resolution updates. E-mail is typically used to communicate the response, although phone and postal mail are also used at the customer’s request. Almost 90 percent of local governments reported that routing and tracking requests 43 http://www.govtech.com

Table of Contents Feed for the Digital Edition of Government Technology - May 2008

Government Technology - May 2008 Contents Point of View The Last Mile Big Picture On the Scene Four Questions for … Turning Over a New Leaf Crash Diet Budget Blues? Failing Grade? Running the Numbers The 311 Report High-Tech Corrections How It Works Spectrum Two Cents Products Personal Computing Signal: Noise

Government Technology - May 2008

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.