A San Francisco 311 Case Study
A one hour, complimentary webinar featuring a case study on San Francisco 311, and its success using Business intelligence to achieve robust reporting and the recent the launch of web Self Service. Learn how the City is reducing costs in this tough economic climate through better data and more efficient citizen interaction with government.
With a steady monthly call volume of 400,000 and an impressive milestone of 4,000,000 calls in its first 1.5 years in operation, the City of San Francisco is quickly becoming a poster-child for the modern 311 call center. Known for its tech-savvy, San Francisco 311 has recently reached new heights with its robust reporting for cross-departmental transparency through Business Intelligence and the recent launch of web Self Service which enables:
- Citizens to report service requests via the web
- The reduction of call volume and cost of service for the call center
- Channel choice to increase the quality of citizen interaction with the city
- Transparency improvement of city services by enabling service request status tracking and automatic email communications
- The use of existing Lagan infrastructure and forms
During this one hour webinar, Andy Maimoni and Alissa Black of San Francisco 311, will explore the City's goals for both system and process improvements with 311, technology advantages (including web Self Service and Business Intelligence), and goals for the City's 311 infrastructure.
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