Transcript MUPS PROJECT EXECUTIVE SPONSOR UPDATE

CITY OF BUFFALO
Division of Citizen Services
BUFFALO
311 CRM-CM Overview
311 Overview
The 311 system will be a “one-stop
shopping” center for access to city services,
city information and non-emergency police
services. Residents can call 311 to report
service needs, check the status of previous
service
requests,
obtain
information
regarding city programs or events and take
care of non-emergency police matters.
Service requests can also be submitted to
the city utilizing the Internet.
The Advantage of 311
By simply dialing 3-1-1, City of Buffalo
citizens, visitors and guests can receive
customer-friendly access to information
regarding city programs or events and take
care of non-emergency police matters.
Buffalo’s 311 Mission
To provide citizens of the City of Buffalo with access
to city services, city information and non-emergency
police services with the highest possible levels of
customer service. Our 311 Call Center will strive to
help City agencies provide efficient service delivery
by allowing them to focus on their core missions
and manage workloads efficiently, while providing
insight into the needs of residents and ensuring that
accurate and consistent services are delivered
citywide to improve the quality of life for the citizens
of Buffalo, New York.
Goals for Buffalo’s 311
Buffalo’s 311 will:
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Simplify citizen access to city services and information
Enable city employees to deliver services more effectively
Track requests for service delivery from inception to completion
Provide access to city services by voice, e-mail and the web
Overall, Buffalo’s 311 will provide efficient and easy to use equal
access for individuals and organizations while empowering our
employees to have a more efficient knowledge base to
accommodate the caller’s request.
Closing the Service Gap
Citizen Relationship Management
 Establishment of the proper infrastructure to
increase citizen value and satisfaction while
improving internal handling of requests for
service:
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Understand citizen’s service experience & expectations
Improve inter-agency communications and data sharing
Identify ways to reduce the cost of doing business
Target use of technology to improve customer service
Leverage existing resources (staffing, facilities, etc.) to
support an enterprise citizen response strategy
Before Buffalo 311
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300+ published phone numbers to access nonemergency City services
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The city provides traditional municipal government
services including:
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Police
Fire
Public Works
Corporation Counsel
Regulatory Services (Inspections, Licensing, Zoning, etc.)
Office of Strategic Planning (OSP)
Assessment and Taxation
Department of Community Services
City Clerk
Other various City Departments
Consequences of the “Status Quo”
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Inability to cost effectively meet the challenge of a city
built of diverse communities & decreasing citizen
satisfaction.
Inconsistent, incomplete & inaccurate data hinders
governmental policy and decision makers in their
decision making and prioritization efforts.
Ad hoc, incremental investments in similar tools &
incompatible, silo systems.
Continued use of 9-1-1 for non-emergency calls and
missed opportunities to direct more police time towards
crime prevention & emergency preparedness activities.
Unable to mitigate the impact of future federal, state
and local budget challenges.
311 Call Cycle
Service
Request
Intake
Calls
Service requests
are routed to
the appropriate
City
Department
311 Center
Departmental
Action
6,500 calls per
month on average.
Calls Received in
2006: Over 85,000
Information
Request
Resolution
Buffalo’s 311 Guarantee
By dialing 311 for any information and non-emergency city services,
our citizens will be able to:
•Get Answers
•Agents will be trained to get the information our citizens want.
•If they don’t have the answer, they’ll look for someone who does.
•Get Action
•Many service requests can be filled out for callers, making it easier than ever for
them to get help.
•The requests include tracking numbers so they can follow up on their report.
•Get to the Point
•311 is not just a switchboard, it’s where people can get results. For many callers, a
311 agent will be the first and only person they will need to talk to for a particular
problem.
311 Cities Across the Nation
*Information current as of January 2005.
Buffalo’s 311 Vision
The 311 system will be fully transparent and will
foster accountability. This transparency will make it
possible for residents to track the progress of their
requests, allow managers to establish customer
service goals and oversee the work of their
department, enable local elected officials to monitor
the delivery of services to their constituents, and
help city administrators render informed decisions
regarding the allocation of resources based upon
the identification of emerging trends.