311 and contact centers help locals improve service delivery
Many local government officials want to improve services to residents and businesses, but they are not aware of all the tools at their disposal, such as multi-channel contact centers that coordinate 311 phone numbers, Web sites and in-person help desks, according to the Washington-based Public Technology Institute (PTI). Therefore, PTI has published a guide titled "The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials."
The guide covers three high-priority reasons for using multi-channel contact centers: resident satisfaction, economic development and business process reengineering. "As more city and county governments begin to examine the different technologies and solutions available, it is important that elected leaders — the ultimate decision makers in government — be as informed as possible and have a clear understanding of the impacts these systems can have across all levels of jurisdiction services," said PTI Executive Director Alan Shark in a statement.
Download "The Value of Multi-Channel Contact Centers" PDF from PTI's Web site.