Rochester, New York, Adds New Features to 3-1-1 Call Center

As one of the first cities to implement 3-1-1 as a way to handle police non-emergency requests, Rochester, N.Y., officials have taken another step forward to enhance the level of service they are providing their constituents. The city of Rochester recently signed a contract with Motorola to install the company's Customer Service Request (CSR) system.

By using CSR 3-1-1, call takers will be able to complete an electronic request for service, transfer the request to the appropriate city department for resolution, and track the status of the request for disposition reporting.

Each year the Rochester Police Department receives about 460,000 calls with nearly half of those being considered non-emergency.

"Our 3-1-1 Center has had a tremendous positive impact on our ability to handle non-emergency requests," said Lt. Michael J. Kozak, chief information officer, Rochester Police Department. "Adding Motorola CSR to our existing system will help us to better manage those calls, and provide the ability to manage service requests beyond police non-emergency to more traditional city services. Call takers will be able to do much of their work electronically thereby streamlining response times and service request follow-ups, as well as increase our ability to measure how we meet the needs of the community."

Motorola's CSR is an enterprise-wide customer relationship system that enables local governments to manage the intake, routing and resolution of citizen's requests for services.