1. 311~Call Center Customer Relationship Management
June 18, 2018
311~Call Center Customer Relationship Management

2. 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.

3. 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.

4. 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

5. 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, , web, and FAX 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

6. 311~Customer Contact Center
June 18, 2018
311~Customer Contact Center