https://www.americancityandcounty.com/wp-content/themes/acc_child/assets/images/logo/footer-logo.png
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcast
    • Latest videos
    • Product Guides
  • Resources & Events
    • Back
    • Resources
    • Webinars
    • White Papers
    • IWCE 2022
    • How to Contribute
    • Municipal Cost Index – Archive
    • Equipment Watch Page
    • American City & County Awards
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Statement
    • Terms of Service
American City and County
  • NEWSLETTER
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcasts
    • Latest videos
    • Product Guides
  • Resources/Events
    • Back
    • Webinars
    • White Papers/eBooks
    • IWCE 2022
    • How to Contribute
    • American City & County Awards
    • Municipal Cost Index
    • Equipment Watch Page
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Stament
    • Terms of Service
  • newsletter
  • Administration
  • Economy & Finance
  • Procurement
  • Public Safety
  • Public Works & Utilities
  • Smart Cities & Technology
  • Magazine
acc.com

Administration


Citizen engagement through call centers

  • Written by Susan Cable
  • 30th November 2012
Call centers have evolved into multi-channel customer service operations.

What is in this article?

  • Citizen engagement through call centers
  • Multiple self-service options are common
  • Performance measures

Citizen engagement through call centers

A version of this article appeared in the November 2012 print issue with the headline: The engagement ring.

Like the private sector, local government contact centers often determine its residents' perceptions of them. Its seamless service must engage and enable them to interact through multi-channels, and then demonstrate accountability through performance reporting, not just for calls, but also for service delivery.

The Public Technology Institute (PTI) recently announced 16 winners of its Citizen-Engaged Communities for 2012-2014. PTI created the program to recognize excellence in multi-channel contact centers and best practices for the use of Citizen Relationship/Records Management (CRM) systems, 311 services, web portal technology, telephony systems, Interactive Voice Response (IVR) and mobile communications infrastructure. Good customer service and processes characterize the winning package, both wrapped in today's technology for fast, friendly and responsive service.

Shared elements of excellence

Since the FCC approved the national three-digit number 311 in 1997, call centers created to divert non-emergency calls from 911 operators have evolved into proficient, multi-channel customer service centers.

Although the three-digit number certainly is convenient for residents, many communities with 311 cost barriers have built very successful contact centers with their seven-digit numbers. A total of 6 of the 16 high performing designated cities and counties are using a seven-digit phone number, with 7 using both seven-digit and 311 numbers and 3 using only 311.

All designated communities use a variety of technology tools for ongoing resident input, the most common being multi-channel surveys. The City and County of Denver has a robust mix of feedback tools, including call-backs, surveys, focus groups and registered neighborhood organizations. Results are communicated through a report package and also guide the focus of their call center performance metrics. Ann Arbor has a crowdsourcing online public comment forum, called A2 Open City Hall, available in multiple languages.

This past year, the Charlotte/Mecklenburg County's Quality Assurance Team surveyed approximately 100 customers monthly. On a 5-point scale, CharMeck 311 received an average score of 4.5 and agents received an average score of 4.6. To provide an independent review, an outside company hosted a biannual survey of an additional 900 customers, which resulted in an 8.75 approval rating on a 10-point scale.

The resident data collected by Philadelphia's contact center are used in citywide performance management and in the PhillyRising initiative to prepare for community meetings and partnerships that target neighborhoods with chronic crime and quality of life concerns.

The power of technology has enabled local government contact centers to move well beyond call transfer processes and afford both excellent customer service and substantial cost efficiencies for resident communications. All 16 designees have systems integrated with GIS, significantly enhancing automated location data.

With the integrated systems characteristic of this year's 16 designated communities, all of the contact centers not only provide multiple channel options and knowledgeable responses to inquiries, but also issue the service requests that get pot holes repaired, stray animals collected and high weeds mowed.

1 | 2 | 3 |
Multiple self-service options are common
Tags: Administration Public Safety Smart Cities & Technology Article

Leave a comment Cancel reply

-or-

Log in with your American City and County account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • Lessons from your friendly neighborhood public service employees
  • Harris County deploys next-generation security in 150 public buildings
  • How local governments can get ahead of the infrastructure wave: Strategies to mitigate risk
  • Prioritizing rapid restore leads to stronger ransomware attack recovery

White papers


Modernizing government services for today’s resident expectations

24th January 2023

Preparing Your Community Now for the Next Generation of Older Adults

18th October 2022

Helping Government Fleets Achieve Their Goals

30th September 2022
view all

Webinars


How To: Evaluate Digital Government Service Delivery Technologies

23rd January 2023

Using Technology to Enhance Communications

29th November 2022

Learn the benefits of transforming and automating your Contract Management process

4th November 2022
view all

PODCAST


Young Leaders Episode 4 – Cyril Jefferson – City Councilman, High Point, North Carolina

13th October 2020

Young Leaders Episode 3 – Shannon Hardin – City Council President, Columbus, Ohio

27th July 2020

Young Leaders Episode 2 – Christian Williams – Development Services Planner, Goodyear, Ariz.

1st July 2020
view all

GALLERIES


These 10 American cities are well prepared for a tech-based future

1st February 2023

Report: While remote work is causing offices to empty out, walkable cities are still in high demand

26th January 2023

10 American cities with a great downtown

24th January 2023
view all

Twitter


AmerCityCounty

Amid spike, federal transportation department launches initiative to curb traffic-related deaths dlvr.it/Shvs31

3rd February 2023
AmerCityCounty

Engaging businesses to strengthen your community dlvr.it/ShvZn0

3rd February 2023
AmerCityCounty

Report: Some public employees face financial hardship; comprehensive pay packages proved ‘a pathway toward economic… twitter.com/i/web/status/1…

2nd February 2023
AmerCityCounty

Strategic Budgeting for Modern Government dlvr.it/ShrHmD

2nd February 2023
AmerCityCounty

These 10 American cities are well prepared for a tech-based future dlvr.it/Shp7sH

1st February 2023
AmerCityCounty

How public health can build a “one health” infrastructure for the future dlvr.it/ShnlKm

1st February 2023
AmerCityCounty

Four Steps to Better Municipal Fleet Fuel Purchasing dlvr.it/ShnbWP

1st February 2023
AmerCityCounty

Report: With increase popularity of e-bikes and e-scooters, there’s a need for ‘safe and connected infrastructure’ dlvr.it/ShlKmJ

31st January 2023

Newsletters

Sign up for American City & County’s newsletters to receive regular news and information updates about local governments.

Resale Insights Dashboard

The Resale Insights Dashboard provides model-level data for the entire used equipment market to help you save time and money.

Municipal Cost Index

Updated monthly since 1978, our exclusive Municipal Cost Index shows the effects of inflation on the cost of providing municipal services

Media Kit and Advertising

Want to reach our digital audience? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • IWCE’s Urgent Communications
  • IWCE Expo

WORKING WITH US

  • About Us
  • Contact Us

FOLLOW American City and County ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.