Minneapolis 3-1-1 Call Center Celebrates First Year of Successful Operation

The City of Minneapolis concluded its first year of 3-1-1 Call Center operation. With an average of 1,363 calls and 150 e-mails per day, the City of Minneapolis has made significant and steady progress since its initial public launch on January 4, 2006 and is well on its way to streamlining city inquiries into two main portals: 3-1-1 for non-emergency and 9-1-1 for emergency.

Key results seen in 2006 include:

• 343,428 -- 3-1-1 calls answered and resolved
• From 60 percent to 72 percent improvement in first-call resolution
• 90.3 percent (20 seconds) contact center service level
• Graffiti was the most frequent service request.

Minneapolis 3-1-1 enables the city to consistently track and easily respond to citizen requests for relief of non-emergency concerns like potholes or snow and ice removal. Using Lagan's 3-1-1 software solution, the City of Minneapolis was able to offer its citizens the convenience of multiple communication channels including phone, e-mail and online, enabling citizens to leverage the full value of a 3-1-1 operation based on individual convenience and accessibility.

"One of our main goals is to ensure that the citizens of Minneapolis have access to the information that they need, using their "touch-point" of choice, and that their experience is handled efficiently and professionally," said Don Stickney, assistant director for Minneapolis 3-1-1. "Although our 3-1-1 team has worked intensely and diligently to introduce a valuable city service to the citizens of Minneapolis, the true success lies in our ability to meet the needs of citizens and improve the experience of day-to-day life in Minneapolis."

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Photo copyright 1995 Steven J. Dunlop, Nerstrand, MN, USA. Preproduced under the GNU Free Documentation License, Version 1.2; all other rights reserved.