3-1-1 Citizen Contact Services

Transcription

1 3-1-1 Citizen Contact Services Transforming Customer Service in Canadian Municipalities City of Greater Sudbury Tom Hewitt, Bell Canada, Business Network Solutions June 15, 2005

2 Agenda Objective of Presentation Driving Forces for 311 Sudbury Readiness Benefits of 311 implementation Questions?

3 Objective of Presentation City of Greater Sudbury 1. Identify new 311 opportunity 2. Provide orientation on Critical Success factors

4 What citizens are facing today? When should I register my children for swimming lessons? How do I get a renovation permit? When will my street be paved? Who should I call to get rid of my old fridge????? Fire Police Waterworks Library Municipal Court Garbage and Recycling Snow Removal Employment Property Valuation Finance Road Works Parking Meters and Parking Transit Company Lighting Trimming Water Recreation

5 Cities changing with the times Since 1997, over 25 U.S. cities implemented 311 Integrated Citizen Services Centre, with almost immediate results: Key reason 311 implemented was reduce non-emergency calls coming into 911 (ranged between 25% and 40%) 311 resulted in reduction, much improved 911 response times Garbage collection productivity improvements (Baltimore saved $535K in the first year alone) 83% response time improvement for Chicago sewage reports Fewer duplicate requests acted upon due to new system Significant improvement in productivity and costs savings Improved response time for service Increased Constituent satisfaction

6 Key Issues Addressed by provides one window into municipalities & regions Improves community access to non-emergency government services Non-emergency police & fire services Traffic & street light outages Access to local government officials Blocked & broken sewers Road hazards (pot-holes, missing manhole covers) Basement sewer back-ups Property tax inquiries Parking ticket inquiries Building permits Noise complaints Water quality inquiries Water main breaks Animal disturbances Recreation facility schedules Abandoned vehicles Garbage & Recycling inquiries Business licensing process Improves inter-departmental communications & accountability Improves service response times & reduces call volumes/costs

7 311 in Canada October 31, municipalities & regions filed CRTC introduce 311 nonemergency government services Filing included letters support Winnipeg & FCM Montreal, Toronto, Calgary, Winnipeg, Gatineau, Ottawa various stages of implementing Filing now received CRTC interim approval 2 types routing, one provided at no charge by Bell Canada, the other chargeable For telephone exchanges totally within municipality CRTC has ruled Municipal Routing will be the basic routing option no charge For telephone exchanges which are shared by several municipalities Enhanced postal code routing can be provided, with costs borne by municipality

8 reater Sudbury Exchange Mapping Bell Wire Center Boundaries partially Within Greater Sudbury Municipality of Greater Sudbury Bell Wire Center Boundaries partially Outside of Greater Sudbury Municipal routing = 85% - 66% = free Enhanced routing = $5400 to $8300 One time $2500 service charge

9 3-1-1 Citizen Contact Services : An end-to-end Solution Management Consulting : evaluation of requirements, business impact analysis, process review, business process re-engineering. Technical Consulting : architecture, design, implementation, integration, project management. Call Routing Service- Bell Call routing based on the municipal boundaries Call routing based on the NPA boundaries Ex: Service Finder PBX - Centrex Portal WEB Call Centre Automatic call treatment: Speech Recognition IVR CTI WFM Citizens Request Management Knowledge Base Trouble Ticket Mapping (GIS) Web Requests Etc. Application Integration Translates and Transfers requests to their appropriate department Back-end Dispatch system Mobile terminals for on-site personnel Internet Access Ex: eportal Ex: Emily, Service Finder LAN / WAN : LAN extension, Network Configuration, VPNs, Virus Scans Desktop upgrades, Software Upgrades, Wireless Connectivity

10 311 Readiness Assessment Process Define and quantify current mode of operations through observation, data analysis and process mapping Conduct gap analysis between Best Practice contact handling and current state (Citizen Contact Strategy vision drives analysis) Develop prioritized action plan & ROI analysis to optimize model People, Process and Technology Match Action Plan to City s Budget Deliver on quick hits Investment $25k

11 Benefits of the Citizen Contact Centre For Citizen/ Business For City s s Management For Elected Officials Ease of use Enhanced operations management Knowledge of issues in their jurisdiction Convenience Up-to-date information Productivity Gains Accountability through user defined reporting

12 Benefits Benefit for Houston The center is a tremendous benefit to our city. Often residents have trouble reaching the department or representative they re looking for as there are more than 600 listings in a telephone directory for various city departments. Now, one call and a resident can get the answer they are looking for from the right person, or have their city service problem solved. Houston Mayor Lee P. Brown. September 24, 2001

13 Questions?