building a 311 call center
TRANSCRIPT
![Page 1: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/1.jpg)
Building a 311 Call CenterA Collaborative Blueprint
![Page 2: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/2.jpg)
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
![Page 3: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/3.jpg)
Conceptualize It
Physical Space
Brand
Constituent Perception
What else?
![Page 4: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/4.jpg)
![Page 5: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/5.jpg)
Sell It (to stakeholders)1. Politicians
2. Residents
3. Management
4. Staff
5. Who else?
![Page 6: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/6.jpg)
![Page 7: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/7.jpg)
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?
![Page 8: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/8.jpg)
![Page 9: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/9.jpg)
Implement It
Phones
Call Center Software
311 Short Dial Number
CRM
SeeClickFix
Integrations
How else?
![Page 10: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/10.jpg)
Staff It
Paid, Volunteer or Hybrid?
Worker’s Comp Light Duty Workers
Who else?
![Page 11: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/11.jpg)
![Page 12: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/12.jpg)
Communicate It To The Public
Social Media
Mailings
Vehicle Stickers
How else?
![Page 13: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/13.jpg)
![Page 14: Building a 311 Call Center](https://reader036.vdocuments.net/reader036/viewer/2022062902/58ee3e541a28ab3a348b4603/html5/thumbnails/14.jpg)
Measure and Improve It
Phone Calls Taken (IVR Reports)
SLA’s
SCF Reporting Tools
Data driven decisions (Maldensnow removal education)
How else?