Baltimore Celebrates Customer Service Milestone
The City of Baltimore, MD, announced that Baltimore’s Department of Public Works’ Bureau of Solid Waste will log the city’s one-millionth customer service request via its Customer Service Request (CSR) system that went live three years ago, January 2001. The milestone follows the city celebrating the one-millionth call at its 3-1-1 Center last August. The system, named “CitiTrack” by Baltimore city officials, is significantly enhancing the city’s ability to manage and respond to citizens’ requests for city services.
“Providing accurate and timely information to all our city agencies greatly enhances our ability to serve the citizens of Baltimore,” says Mayor Martin O’Malley. “The CSR technology has already proven to be a valuable and essential asset to our operations by increasing the accountability of city employees and supporting the rapid deployment of resources.”
Motorola’s CSR is an enterprise-wide system that enables local governments to manage the intake, routing, and resolution of citizen’s requests for services.
The City of Baltimore receives approximately 40,000 requests for service each month. The CSR system is configured for use by all major city departments and is accessed by nearly 1,000 city employees daily through one city database. It is used to manage approximately 1,200 service requests per day with peaks in excess of 1,500 or more service requests per day, especially during weather events.
The recently implemented Citizen Web Intake component allows citizens to submit service requests via t he Inter net at t heir convenience.
Using CSR, Water/Wastewater, Solid Waste, General Services, Transportation, Housing, Health, Parks and Recreation, IT, Parking Authority, Mayor’s Office, and other departments efficiently provide information to citizens, track requests for services, and assign work crews to respond to and resolve service requests. According to customer satisfaction surveys, citizens are “very satisfied” with the call center interactions and “satisfied” with the quality and timeliness of city services.
Baltimore’s Bureau of Solid Waste is responsible for collecting residential trash for more than 230,000 households, disposing of 750 tons of trash daily and keeping the streets of Baltimore clean. The Bureau alone handles 40 percent of the incoming ser vice requests logged through the city.
Baltimore was awarded the prestigious Customer Relationship Management (CRM) Excellence Award in the Large Enterprise Category in September 2003 by Gartner, Inc. for its CitiTrack system. Gartner’s CRM Excellence Award is given annually to organizations that excel in customer relationship management.
For more information, visit http://www.motorola.com