In Business Since 2001 We accept Paypal
Home Article Directory
More from Bill Platt
"Bill Platt for Book Authors" Youtube Channel
Training for Book Authors
Other Resources for Book Authors & Publishers
FictionPlots.com (350+ Plots & counting)
Please Support Our Advertisers

 
D9 Hosting


Municipal Localities Using 311 Systems to Provide Better Service to Citizens

Copyright (c) 2008-2023

Ever need to locate a municipal service and not sure who to call? Placing a call to City Hall can be a very confusing endeavor. Many citizens, not knowing who to contact, inevitably call the wrong number and are faced with the frustration of being transferred around from department to department. This type of inefficiency causes problems for both the citizen and the city employee. The person with the question or problem ends up being forced to retell their story, while overtaxed workers are drawn into issues that are not at all related to their departments. Worse yet, some frustrated citizens resort to calling the emergency 911 system when all else fails...

All across the country, cities and counties are implementing "311 Systems" for non emergency citizen requests. Like 911 systems, 311 call centers assist citizens inside their jurisdictions and resolve issues through approved 'answers' contained in the center's 'knowledge base' repository. If the call involves a service that must be scheduled to a city/county department, the 311 call center staff creates a 'ticket' and assigns workflow tasks to the appropriate employees to provide an action. The trend is toward integrated 311 call centers that consolidate non-emergency service requests across all municipal agencies in a city or county government. These systems go far beyond the original vision of service request management to providing streamlined call reporting. As a result some 311 systems handle calls for all municipal services, such as scheduling inspections, obtaining building permits, locating assessments, etc. In addition, 311 employees are trained to deal with 911 emergency calls and can assist in case of large scale emergencies.

For many localities, the original goal was modest: reduce the volume of non emergency calls to 911 operators by establishing a new 311 phone number. In the process, though, many localities discovered the value of a single point of contact for the private sector. Baltimore was the first city to install 311 in 1996. Within two months, 42% of 911 calls went instead to 311, greatly improving emergency-response times.

"311 has been a miracle. It has been a godsend for us," says Ed Harris, emergency communications director for the Austin Police Department, which launched its program a week after September 11. "311 saved us not only from having our 911 system swamped but saved our citizens who had true emergencies, such as heart attacks and crimes in progress, from getting a busy signal."

Local Governments are reporting huge benefits. "A 311 system changes the way a city [county] runs itself," says Jeffrey Ford, professor at Ohio State University's Fisher College of Business, who worked with one of his graduate classes to develop a 311 plan for the City of Columbus, Ohio. "Cities become much more performance-oriented and delivery-oriented. There is more accountability, and it becomes very clear which departments or divisions are not working well." The 311 system increases worker productivity, reduce operating costs and helps the city leverage its existing resources in dealing with quality of life issues.

A 311 system also speaks to the growing trend of "transparency in government." Citizens like to be able to "reach out and touch" their government. People simply want an answer to their question, or to feel like someone cares enough to hear them out and take action to resolve their problem. For citizens who are willing to go the extra mile, some localities are even allowing them the option to search for and find their own answers in an on-line knowledge center tied to the city's website. In an age where citizens are demanding access to information and local governments are trying to reduce or re-route call volumes, implementing a 311 system is a wise investment for any locality. With "311" - - Everybody Wins!


About The Author: Shop Amazon - Top Gift Ideas
Written by: Anne Sych, Marketing Manager for Novo Solutions, Inc.
Novo Solutions, Inc. is an Independent Software Vendor (ISV) in Virginia Beach, Virginia specializing in Customer Support Software. Free trial versions of the Novo Help Desk Software, Knowledge Base Software and suite of web-based Customer Support Solutions are available. Contact: sales@novosolutions.com for more information. http://www.novosolutions.com/

VOTE ON THIS ARTICLE
Needs Work >> 0 - 1 - 2 - 3 - 4 - 5 << Excellent Article

Tell our authors what you think about their article.



Top-Level Category: Computers Articles || Related Categories: Technology Articles and Society Articles

10 Most Recent Articles Written by Anne Sych

Disaster Preparedness | Safeguarding Your Most Valuable Assets - Company Knowledge
Written by: Anne Sych | Distributed: 2010-12-08 | Word Count: 428 | Page Views: 5519 | Votes: 5 | Rating: 0.40
Nobody likes to have to think about disaster preparedness, and many do not give thought to safeguarding 'company knowledge', but among other tangible catastrophic losses, it can mean the difference between your business making it or going under when a disastrous event occurs.

Cloud Computing: Does Your Business Belong in 'The Cloud'?
Written by: Anne Sych | Distributed: 2010-07-27 | Word Count: 601 | Page Views: 5240 | Votes: 5 | Rating: 0.20
The 'Cloud' has rolled in and by all accounts is here to stay, but is it really the magic bullet for most businesses and is it right for you? And are all clouds the same? Here's what you need to know about computing in 'the Cloud'.

The Hidden Costs of Freeware
Written by: Anne Sych | Distributed: 2009-07-08 | Word Count: 572 | Page Views: 5171 | Votes: 12 | Rating: 2.08
You are tasked with looking for software and in your research you stumble upon 'free' software. Can this be? It sounds too good to be true! How can they do that? It is very tempting - most of us at least take a peak. After all, why would we buy something we can get for free? But don't be rash... The cost of free might be really steep...

Resolve to Improve Transparency with Your Constituents: The Benefits of Citizen Request Management Software
Written by: Anne Sych | Distributed: 2009-01-21 | Word Count: 399 | Page Views: 3973 | Votes: 8 | Rating: 2.75
Well it's a New Year, with all of its promises of fresh starts and new beginnings, but you may not be as optimistic as in years past. Everyone is feeling the squeeze of the struggling economy. Municipalities are being forced to do business-as-usual with less staff, and budget cuts have butchered most cities and counties plans to purchase much needed equipment.

5 Benefits of SaaS Software in a Downturn Economy
Written by: Anne Sych | Distributed: 2008-11-18 | Word Count: 735 | Page Views: 4753 | Votes: 8 | Rating: 1.63
Whether you call it a 'hosted solution' or SaaS (Software as a Service), this model of software delivery is a perfect fit for many organizations. While the concept of 'leasing' software has been around for a long time, it has been gaining popularity in recent years, and for good reason.

3 Keys to Cutting Costs Through Centralized Knowledge Management
Written by: Anne Sych | Distributed: 2008-09-30 | Word Count: 850 | Page Views: 5181 | Votes: 9 | Rating: 0.33
We all know the saying 'Knowledge is Power', and this still rings true today, but knowledge can also be analogous to 'Time'. Whether it be time gained, or time lost, how quickly employees can access company knowledge translates into huge amounts of time, translating into huge amounts of money. In a season where companies are forced to maintain and improve services, while often cutting budgets, time (knowledge) management can be an overlooked tool that can produce dramatic effects to the bottom line.

Government in Action: Cities Move Toward Four-Day Work Week
Written by: Anne Sych | Distributed: 2008-09-09 | Word Count: 476 | Page Views: 6125 | Votes: 6 | Rating: 2.50
While we cannot know if gas prices have 'peaked' or will continue to rise, some municipalities have moved to a four-day work week in an effort to cut expenses for cities and employees alike. Facility utilities are reduced by up to 20 percent, and employees realize an immediate savings in commuting expenses when shifting to a four-day week.

The Advantages of Customer Self Support in a Downturn Economy
Written by: Anne Sych | Distributed: 2008-07-24 | Word Count: 487 | Page Views: 4234 | Votes: 8 | Rating: 1.50
With today's economic challenges forcing management to tighten spending, companies are looking for effective ways to sustain excellent customer service while maintaining or reducing overall expenses.

2008 Application Development Trends: 'Building for Change' To Accommodate Today's Shifting Business Conditions
Written by: Anne Sych | Distributed: 2008-02-06 | Word Count: 441 | Page Views: 7414 | Votes: 18 | Rating: 2.28
Software developers and businesses alike can expect to see significant changes in the year ahead in how applications are developed. Research analysts are projecting that 2008 will reveal a shift in the conventional development process, resulting in more flexible solutions that can evolve with a company's changing needs.

Analysts Speculate IT Tech Trends for 2008
Written by: Anne Sych | Distributed: 2007-12-05 | Word Count: 1048 | Page Views: 4650 | Votes: 8 | Rating: 2.50
At the recent Gartner Symposium/ITxpo held last October in Orlando, more than 6000 senior business and IT strategists from virtually all major industries gathered for the industry's largest conference to gain the latest advice on driving profits and performance with IT.

All of Author's Articles on this site:

Most Recent "Computers" Articles

To IPhone Or To IPad, That Is The Question
Written by: Dawn Carey | Distributed: 2011-06-24 | Word Count: 658 | Page Views: 6241 | Votes: 4 | Rating: 0.25
If your iPhone experience has ever left you wanting more, then the iPad may just be the scratch your itch is looking for.

Are Alienware Gaming Laptops Worth Buying?
Written by: Titus Hoskins | Distributed: 2010-12-09 | Word Count: 540 | Page Views: 9078 | Votes: 12 | Rating: 3.00
Alienware laptops have gained a large devoted fanbase, but are these high-priced gaming laptops worth buying? Discover why there are many angles to this question which you must consider before buying that Alienware laptop.

Learn How to Identify, Diagnose and Replace Damaged Laptop LCD Screens
Written by: Erwin Leona | Distributed: 2010-10-26 | Word Count: 508 | Page Views: 6019 | Votes: 5 | Rating: 2.20
Consumers with broken laptop screens will usually take their computer to an electronics repair store or replace the laptop altogether. A broken laptop screen still has a perfectly functioning machine underneath and with just a screwdriver and a manual you can replace the screen yourself and save. This task is much easier than it sounds and the job can be done in less than an hour with the proper set of instructions.

Is The Apple IPad The Perfect Student Laptop?
Written by: Titus Hoskins | Distributed: 2010-08-03 | Word Count: 816 | Page Views: 6290 | Votes: 6 | Rating: 2.17
Will the new Apple iPad turn out to be the perfect student laptop? Only a close examination of the iPad features (and missing features) will give you the answer.

Is Nvidia Optimus The Future Of Gaming Laptops?
Written by: Titus Hoskins | Distributed: 2010-07-29 | Word Count: 874 | Page Views: 5701 | Votes: 2 | Rating: 0.50
New Nvidia Optimus technology gives you switchable graphics for enhanced visuals and longer battery life for your laptop. But what will this new Optimus technology mean for the future of gaming laptops?

Has 3D Gaming Finally Arrived?
Written by: Titus Hoskins | Distributed: 2010-04-20 | Word Count: 970 | Page Views: 5685 | Votes: 7 | Rating: 1.71
Dazzle them and they will come, or will they? We all know the new 3D technology as seen in the popular film Avatar has everyone enthralled, but will 3D have the same impact on computer gaming? Are we on the verge of a visual gaming revolution?

Roles and Responsibilities of a SAP MM Consultant
Written by: Varsha Vilankar | Distributed: 2010-04-20 | Word Count: 1255 | Page Views: 13067 | Votes: 63 | Rating: 2.90
Everyday there are thousands of people who discover the prospects of a career in SAP. However, lack of knowledge often takes them to mushroom schools that have sprung up due to the high demand of SAP training. Varsha has attempted to give an easy to follow roadmap that is drawn on a timeline. Following this roadmap will ensure that students don't end up as hit-and-run victims of mushroom schools that are run by unethical businessmen and not educators. Midst of the weakening economy and employment uncertainty, the last thing you want is for someone to rob you of your savings and precious time. Read this article to stay in touch for an amazing career in SAP.

New Trends In Gaming Laptops
Written by: Titus Hoskins | Distributed: 2010-03-10 | Word Count: 695 | Page Views: 6252 | Votes: 2 | Rating: 0.50
Just what are the latest new trends in gaming laptops? Will greater portability and 3D features become the latest trends in gaming laptop design... read to find out.

Gaming Laptops Goes Mini-Me (Dell Intros Alienware M11x - The World's First Gaming Netbook)
Written by: Titus Hoskins | Distributed: 2010-02-10 | Word Count: 601 | Page Views: 5200 | Votes: 2 | Rating: 0.50
The whole concept of a gaming netbook is an intriguing idea - take your gaming with you, no matter where you go. But can the Dell Alienware M11x, which is being described as the World's First Gaming Netbook, really capture the hearts and pocketbooks of serious gamers?

Gaming Laptops - 5 Reasons To Put Them On Your Christmas List
Written by: Titus Hoskins | Distributed: 2009-12-30 | Word Count: 840 | Page Views: 5192 | Votes: 5 | Rating: 2.00
The Holiday Season is just around the corner and everyone will be considering what to give as gifts this Christmas. If you have more than a little cash to spare and you're operating in a Non-Scrooge mode, here are 5 reasons why giving a gaming laptop should be high on your list.

Most Viewed "Computers" Articles

SAP HR Training
Written by: David Sholmire | Distributed: 2008-04-30 | Word Count: 716 | Page Views: 16827 | Votes: 82 | Rating: 2.26
Learning SAP HR or (new name HCM - Human Capital Management) module is not difficult at all if you have a qualified and experienced instructor who loves to teach; If you have the best of material that is geared towards certification; If you have system that is carefully tweaked for optimal performance and if you have an environment that is conducive to total learning.

Roles and Responsibilities of a SAP MM Consultant
Written by: Varsha Vilankar | Distributed: 2010-04-20 | Word Count: 1255 | Page Views: 13067 | Votes: 63 | Rating: 2.90
Everyday there are thousands of people who discover the prospects of a career in SAP. However, lack of knowledge often takes them to mushroom schools that have sprung up due to the high demand of SAP training. Varsha has attempted to give an easy to follow roadmap that is drawn on a timeline. Following this roadmap will ensure that students don't end up as hit-and-run victims of mushroom schools that are run by unethical businessmen and not educators. Midst of the weakening economy and employment uncertainty, the last thing you want is for someone to rob you of your savings and precious time. Read this article to stay in touch for an amazing career in SAP.

Are Alienware Gaming Laptops Worth Buying?
Written by: Titus Hoskins | Distributed: 2010-12-09 | Word Count: 540 | Page Views: 9078 | Votes: 12 | Rating: 3.00
Alienware laptops have gained a large devoted fanbase, but are these high-priced gaming laptops worth buying? Discover why there are many angles to this question which you must consider before buying that Alienware laptop.

How To Choose The Best Student Laptop?
Written by: Titus Hoskins | Distributed: 2007-07-20 | Word Count: 861 | Page Views: 7481 | Votes: 8 | Rating: 1.00
This article lists the different factors which make up the perfect student laptop. If you're considering purchasing a student notebook or laptop in the very near future, read this article first...

2008 Application Development Trends: 'Building for Change' To Accommodate Today's Shifting Business Conditions
Written by: Anne Sych | Distributed: 2008-02-06 | Word Count: 441 | Page Views: 7414 | Votes: 18 | Rating: 2.28
Software developers and businesses alike can expect to see significant changes in the year ahead in how applications are developed. Research analysts are projecting that 2008 will reveal a shift in the conventional development process, resulting in more flexible solutions that can evolve with a company's changing needs.

Top 5 Gaming Laptops - Quick Roundup
Written by: Titus Hoskins | Distributed: 2008-11-10 | Word Count: 1313 | Page Views: 7048 | Votes: 11 | Rating: 2.64
In the market for a gaming laptop? Here are 5 Top Gaming Laptops you might want to put on your short list. Quick round-up of the latest gaming rigs...

CISSP Advanced Security Certification Can Lead to a Lucrative Career for the Committed Computer Security Professional
Written by: Frank Pines | Distributed: 2009-07-07 | Word Count: 623 | Page Views: 6757 | Votes: 14 | Rating: 2.14
Within months of 9/11, computer security became one of the hottest career choices in Information Technology (IT) departments around the world.

Is The Apple IPad The Perfect Student Laptop?
Written by: Titus Hoskins | Distributed: 2010-08-03 | Word Count: 816 | Page Views: 6290 | Votes: 6 | Rating: 2.17
Will the new Apple iPad turn out to be the perfect student laptop? Only a close examination of the iPad features (and missing features) will give you the answer.

New Trends In Gaming Laptops
Written by: Titus Hoskins | Distributed: 2010-03-10 | Word Count: 695 | Page Views: 6252 | Votes: 2 | Rating: 0.50
Just what are the latest new trends in gaming laptops? Will greater portability and 3D features become the latest trends in gaming laptop design... read to find out.

To IPhone Or To IPad, That Is The Question
Written by: Dawn Carey | Distributed: 2011-06-24 | Word Count: 658 | Page Views: 6241 | Votes: 4 | Rating: 0.25
If your iPhone experience has ever left you wanting more, then the iPad may just be the scratch your itch is looking for.

Highest Ranked "Computers" Articles

Overclocking And Gaming Laptops: Getting Higher Performances For Less Money
Written by: Titus Hoskins | Distributed: 2008-08-14 | Word Count: 710 | Page Views: 4464 | Votes: 6 | Rating: 3.33
Many gamers and computer enthusiasts use "Overclocking" to achieve higher performances from their computers for less money. Learn about overclocking and discover how you can also get higher performances for less money...

What Is The Difference Between Netbooks And Laptops?
Written by: Titus Hoskins | Distributed: 2009-10-21 | Word Count: 698 | Page Views: 5714 | Votes: 5 | Rating: 3.00
What are the main differences between netbooks and laptops? Which one should you buy? If you're considering buying a laptop in the near future, read this informative article first!

Are Alienware Gaming Laptops Worth Buying?
Written by: Titus Hoskins | Distributed: 2010-12-09 | Word Count: 540 | Page Views: 9078 | Votes: 12 | Rating: 3.00
Alienware laptops have gained a large devoted fanbase, but are these high-priced gaming laptops worth buying? Discover why there are many angles to this question which you must consider before buying that Alienware laptop.

Roles and Responsibilities of a SAP MM Consultant
Written by: Varsha Vilankar | Distributed: 2010-04-20 | Word Count: 1255 | Page Views: 13067 | Votes: 63 | Rating: 2.90
Everyday there are thousands of people who discover the prospects of a career in SAP. However, lack of knowledge often takes them to mushroom schools that have sprung up due to the high demand of SAP training. Varsha has attempted to give an easy to follow roadmap that is drawn on a timeline. Following this roadmap will ensure that students don't end up as hit-and-run victims of mushroom schools that are run by unethical businessmen and not educators. Midst of the weakening economy and employment uncertainty, the last thing you want is for someone to rob you of your savings and precious time. Read this article to stay in touch for an amazing career in SAP.

Microsoft Excel For Online Marketers
Written by: Joe Cleland | Distributed: 2008-10-07 | Word Count: 749 | Page Views: 4283 | Votes: 7 | Rating: 2.71
Many folks mistakenly believe that Microsoft Excel is strictly for accountants and bookkeepers, but it is really so much more. The fine programmers at Microsoft have tried to think ahead to how people would like to use spreadsheets, and they incorporated most of that additional functionality into Microsoft Excel.

Maintaining and Troubleshooting Your Laptop Battery
Written by: Bill Platt | Distributed: 2008-06-17 | Word Count: 1038 | Page Views: 6174 | Votes: 21 | Rating: 2.67
The actual life of a laptop battery will vary with computer usage habits. For most users, it is not uncommon to experience differences in battery life, of anywhere from just under one hour to over two hours in each sitting. If you are experiencing shorter battery life cycles, say 10 to 15 minutes, it may not yet be time to order that new battery.

The Check Point Certified Security Administrator (CCSA) Certification Will Prove Your Worth
Written by: Frank Pines | Distributed: 2009-07-15 | Word Count: 500 | Page Views: 5815 | Votes: 15 | Rating: 2.67
Are you looking for a career in Information Technology? The Check Point Certified Security Administrator (CCSA) certification is a good choice to add to your credentials as a Network Security specialist. The CCSA has not only become a highly recognized and sought after credential to help you get the job, it verifies your knowledge and improves your practical application skills to help you keep the job.

Top 5 Gaming Laptops - Quick Roundup
Written by: Titus Hoskins | Distributed: 2008-11-10 | Word Count: 1313 | Page Views: 7048 | Votes: 11 | Rating: 2.64
In the market for a gaming laptop? Here are 5 Top Gaming Laptops you might want to put on your short list. Quick round-up of the latest gaming rigs...

Toshiba Infuses Gaming Laptops With Triple Nvidia GPUs
Written by: Titus Hoskins | Distributed: 2008-12-18 | Word Count: 597 | Page Views: 4905 | Votes: 8 | Rating: 2.63
Toshiba stirs up the laptop gaming world with the first laptop sporting triple NVIDIA GPUs or graphics cards. Have the best of both worlds - powerful gaming performance and quiet operations in one gaming laptop... read more.

What Makes Online Games more Fun?
Written by: Jon Wuebben | Distributed: 2006-05-25 | Word Count: 679 | Page Views: 5374 | Votes: 14 | Rating: 2.50
Role playing games, puzzle games, traditional games like chess and backgammon - they are all becoming big in the online world, with more and more people playing every day. So, what makes online games more fun and what are the specific benefits one can enjoy?











Download an eBook today
 
Directory Navigation
Locate By Category:

ALL Categories
Arts & Crafts
Arts & Entertainment
Automotive
Business - Offline
Business - Online
Career
Computers
Education
Family
Finance
Food & Drink
Health & Wellness
Home & Garden
Humor
Internet
Nature & Pets
Real Estate
Religion
Self Improvement
Shopping
Society
Sports & Recreation
Technology
Travel & Leisure
Uncategorized
World Events
Writing & Speaking

Change Number of Results:
50 - 100 - 200 - 500
Article Reprint Rights
Creative Commons License

This work is
licensed under a
Creative Commons
License


You are not required to show the creative commons license notice when you reprint this work.
Article Statistics
Word Count: 623

Total Views: 5491

Article Rating: 2.00 of 5
Votes Cast: 8

More Articles By Author:



Last Distribution Date:
2008-09-03 12:00:00

Internal ID: #6250





All Articles are Copyright © 2001-2023 of the Defined Authors.

All other material and images on this site are:
Copyright © 2001-2023, ThePhantomWriters.com