Until now, Calgary citizens accessed services through dozens of telephone directory listings, not always knowing the right number to call. Once the call was received, it was manually routed to departments.
"3-1-1 is about access, immediate response and local government accountability," said Mayor Dave Bronconnier.
Motorola's Customer Service Request (CSR) module will also improve customer service in Calgary by coordinating and electronically assigning work to field support personnel. The technology is able to manage larger volumes of information, enabling call-center staffers to answer citizens' questions efficiently and effectively.
Calgary has invested in specialized work order management systems, and the Motorola CSR application will act as the hub for exchanging vital information to enable call-center staff to better manage citizen requests for information or services as well as the support and fulfillment process for these requests, regardless of whether the resident contacted the city by phone, fax or e-mail.
Calgary officials will be able to track data that includes the nature of the problem, location, time of day, which department responded, and length of response time.
City officials visited 3-1-1 call centers in Chicago and Baltimore to see Motorola's call-center technology, the cornerstone for delivering efficient front-line service in government organizations. Calgary's 3-1-1 system is modeled after these programs.
