311~Call Center Customer Relationship Management June 18, 2018 311~Call Center Customer Relationship Management

Goal … Information, service, status update June 18, 2018 Goal … Information, service, status update Integrated workflow management Higher level of service with existing resources Standardized knowledgebase Integrated collaborative tools Distributed enterprise ownership Reduction in non-emergency calls to 911 Elimination of the need to navigate through hundreds of telephone numbers to find the right department. Decline in the number of transfers from one agency to another. Minimize the amount of time citizens wait on hold. Availability of an easy to remember 3-digit telephone number. Reduction of burden on 911 circuits by offload of “non-emergency” calls from 911 call center. Quicker “one-top shopping” access to broader range of information and service request. Consistent and standardizing call-taking operations. Reliable metrics and performance management reports. Early detection and intervention in potential major citizens issues. Increase quality and service provided to citizen.

Citizen, Business, Tourist June 18, 2018 Future … Citizen, Business, Tourist County Directory Knowledge Base Service Request Workflow Customer Relationship Mgmt. Library Information Delivery Public Safety Service Requests/ Incidents Health & Human Services Case Management Parks & Recreation Information Delivery/ Registration Finance, Tax, & Revenue Information Delivery/ Customer Service Housing Service Request/ Customer Service Works EDA Applications FIDO IQ Databases Documentum GIS Infrastructure Telephony Platform Microsoft Application Performance Mgmt Enterprise Reporting Workforce Mgmt.

Timeline … June, 2005 –104 Project Human Services Call Center September, 2005 – CRM RFP development December, 2005 – 311 Telco carrier meeting January, 2006 – Release CRM RFP July, 2006 – Begin enterprise CRM pilot

311~Call Centers … Chicago Baltimore San Jose Dallas Houston June 18, 2018 311~Call Centers … Chicago Baltimore San Jose Dallas Houston New York City Chattanooga Akron Winston-Salem Birmingham Miami-Dade County Detroit Calgary Indianapolis 1996 greater push after 911 Industry 70-80% information request A group or dept. where employees receive and make a high volume of telephone calls. Customer contact center telephone, IVR, e-mail, web, and FAX. 1996 Baltimore, 1999 Chicago and Hampton, VA, 2004 New York City, 2005 Chesapeake, VA Charlotte, NC ~ Rush hour thunderstorm and Panthers game resulted in 911 flooded with non-emergency calls. Newscasts on events or high-profile issues drive call volumes 15 to 42 percent reported 500,000 to 2.8 million population 35 to 500 concurrent users 100 to 4,000 desktop accessibility Minneapolis City of Miami Louisville Rochester

311~Customer Contact Center June 18, 2018 311~Customer Contact Center