building a 311 call center
TRANSCRIPT
Building a 311 Call CenterA Collaborative Blueprint
What We Will Do In This Workshop
1. I will provide the top level ideas based on my experience
2. You fill in the blanks for action items
3. We will build a blueprint together and I will assemble a working document
Conceptualize It
Physical Space
Brand
Constituent Perception
What else?
Sell It (to stakeholders)1. Politicians
2. Residents
3. Management
4. Staff
5. Who else?
Finance It
Look for grants
http://www.mass.gov/anf/docs/anf/cic/fy12-and-13-final-reports/final-report-malden.pdf
Justify reorganization of similar roles
Look for already functioning infrastructure and software
Where else?
Implement It
Phones
Call Center Software
311 Short Dial Number
CRM
SeeClickFix
Integrations
How else?
Staff It
Paid, Volunteer or Hybrid?
Worker’s Comp Light Duty Workers
Who else?
Communicate It To The Public
Social Media
Mailings
Vehicle Stickers
How else?
Measure and Improve It
Phone Calls Taken (IVR Reports)
SLA’s
SCF Reporting Tools
Data driven decisions (Maldensnow removal education)
How else?
