1. BEYOND ERP: CITIZEN SERVICES Lecture 5: PAD 6710

2. Citizen Relationship Management CiRM Improving citizen orientation Better accountability Customer based approach to government services Start, maintain and optimize customer relations New Public Management approach

3. 311 Call centers Initially envisioned as a means of alleviating 911 congestion In 1997, the FCC established the 311 for non-emergency local government services

4. CiRM: 311 Call Center (Miami-Dade) The 311 Call Center One Call For all non-emergency service One Answer Agents at the 311 Call Center can quickly retrieve information about all County Services from the centralized Knowledge Base Management System. One Time The Miami-Dade County 311 system serves as an agent, providing the service citizens need without transferring the call. CiRM Departmental Consolidation in 311 and Portal All 65+ County agencies rolled into 311 Multi-jurisdictional Consolidation Channel & Technology Consolidation

5. Size of Call Center11,000 Square Feet; 120 call specialists; 6 Supervisors Hours of OperationMonday - Friday 6 am - 10 pm; Service Requests TypesOver 400 311 Call Center Fact SheetCiRM: 311 Call Center (Miami-Dade)

6. Crowdsourcing Collaborative work Citizen input/ advice into government services Expert knowledge vs local knowledge Success factors: Moderated Assessed Organized Promoted Rewarded Managed

7. Crowdsourcing

8. Citizen Services Range of citizen oriented services Public Safety, Emergency Management & Corrections Health, Social and Human Services Commerce, Labor and Taxation – Economic, Business, Community and Workforce Development Finance and Administration, Human Resources, Licensing and Permitting Energy, Environment, Natural Resources, Parks and Agriculture Citizen Engagement, Open Government and Online Service Delivery