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Citizen service & 311
 

Citizen service & 311

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Presentation given at the Manor.GovFresh event in Manor, TX - 8/20/2010

Presentation given at the Manor.GovFresh event in Manor, TX - 8/20/2010

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    Citizen service & 311 Citizen service & 311 Presentation Transcript

    • Citizen Service & 311 How government is leveraging open source and low-cost technology to better manage citizen service requests. Mark J. Headd Senior 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?