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Dallas 3-1-1 calls handled on the move

The city's new Customer Service Request system allows city personnel to receive non-emergency 3-1-1 calls even while traveling in a city vehicle.

DALLAS - The first phase of a new $5 million Customer Service Request (CSR) system designed to automate and greatly enhance the city's 3-1-1 non-emergency call center operations has been completed, according to Motorola, which installed the wireless system.

Dallas is the first city to implement Motorola's new CSR 3.7 functionality enabling city personnel to receive citizen requests wirelessly even while traveling in a city vehicle. The system also includes 162 mobile workstations that enable dispatchers to send information wirelessly to code inspectors.

"There is a constant need to become more efficient in serving residents," said Ramon Miguez, assistant city manager. "Now, when a citizen submits a request by calling the city's 3-1-1 center or over the Internet, the new system will transmit those requests instantly to our inspectors out in the field and to other work crews."

The new system also reduces the need for work crews to make return trips to pick up new assignments. Dallas had previously used a manual system to route citizen requests. When a call came into the 3-1-1 non-emergency center the request was entered into the system, an order was printed and then manually delivered to the appropriate department for resolution.

"There was no way to track these requests or gather any intelligence from them," said Dan McFarland, Dallas' chief information officer.

The system's first phase is focused on the city's Code Compliance. Dallas water utilities, Public Works & Transportation, Sanitation Services and Street Services departments because they receive nearly 75 percent of citizens' requests for assistance. More than 700 city employees in 33 departments are already on the system.

In the next phase of the project, city officials plan to add two-way pagers for field personnel and to expand the system with modules to enhance capabilities in case management, permits and inspections and licensing.