1. 311 Customer Service Center 311 Customer Service Center Overview Heidi Sieck Project Director City and County of San Francisco 311 Customer Service Center Training

2. Last Revision Date: 11/6/2006 Topic Overview  What IS 311?  Why 311?  History of San Francisco 311  311 Business Objectives  Operations Launch Schedule

3. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 What IS 3-1-1?

4. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 Summer 1999 Mar 2002 Oct 2002 Feb 2003 Oct 2003 Sep 2004 June 2005 July 2005 Mar 2006 Sept 2006 Chicago Tour ECD/DTIS Proposal 311 Leg Analyst Report BOS Status Hearing BOS R.695-03 - 311 Program Gartner Service Assessment 311 Budget Approved 311 Project Kick-off 311 Lease Approved Construction Complete 311 History

5. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 100k faxes 7 million phone calls 4 million in-person visits 1 million emails 300,000 letters 100 million webpage views Out of millions of requests, 2 out of 5 service requests (40%) are never fully addressed CITY DEPARTMENTS 2300+ LISTED PHONE NUMBERS Why 311??

6. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 311 History “ Those most in need of city services, such as the elderly, those living at or below the poverty line, and new arrivals to San Francisco, are least likely to find their way through this confusing bureaucratic maze.” - Mayor Gavin Newsom

7. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 311 Customer Service Center Vision San Francisco citizens, businesses, and visitors have a right to outstanding service from their city government

8. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 What is San Francisco 311?  One Call to City Hall  Toll Free  24x7x365  Live Person  E-mail – Fax - Web  Multiple Languages  Disability Access  Service Request Number  Reduce 911 Calls

9. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 Turning Back the Clock

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23. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 311 Business Objectives  Two numbers to contact the City: 311 and 911  Answer as many questions and requests at 311 as possible.  Improved customer experience in all cases and become the foundation for enterprise customer service transformation.  Public safety partner and back-up 911 facility while reducing non-emergency calls to 911.  Use technology efficiently focusing on safety and flexibility.  Make 311 an excellent place to work.  Implement analytical tools to be able to identify process efficiencies and measure customer service.

24. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 What does San Francisco 311 do? San Francisco 311 Center From 7 million calls per year to 1.5 million calls per year Contacts Service Request Intake Service Request Resolution Information Request Transfer to Dept. Specialist

25. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 311 LAUNCH PLAN SOFT LAUNCH February 15, 2007 CALL: 415-701-2311 FEEDBACK: 311@sfgov.org 311@sfgov.org SAN FRANCISCO 311 PUBLIC LAUNCH MARCH 29, 2007

26. 311 Customer Service Center TrainingLast Revision Date: 11/6/2006 Questions?