Toronto to Deploy Second-Largest 311 Non-Emergency Contact Center in North America

Will be the catalyst for consolidation and reorganization of a number of city call centers.

by / June 16, 2008

The city of Toronto signed a contract with BearingPoint LP to deploy a unified 311 non-emergency contact center computer system. The multi-million dollar contract calls for an overall implementation period of up to 22 months for the new system. When complete, Toronto's new unified 311 system will help manage the second largest non-emergency contact center in North America, behind only New York City.

The new 311 Contact Center in Toronto will be the catalyst for consolidation and reorganization of a number of city call centers, resulting in more efficient service for the city's 2.6 million residents and millions of tourists and visitors each year. The 311 system will provide a single contact phone number for access to city information and to place and track service requests. The new system will also provide additional contact options for the public including e-mail, fax, Internet, or in-person information requests at counters. The Contact Center will be available 24 hours a day.

When fully implemented, the new 311 system in Toronto will allow users to obtain information on all city services including committee and Council schedules, water and wastewater information, road maintenance, social support programs (such as children's services and homes for the aged), property taxes, libraries and more. In addition, the system will allow the public to submit and track a request for city services such as pothole repair, large appliance pick-up, or waterline inspection. The new system will allow 311 staff to provide information on when the city will respond to a request and what steps will be taken.

"The system is targeted to allow the city to answer at least 70 percent of information inquiries at the first point of contact," said Cathy Pomanti, executive vice president for BearingPoint's local government practice," drastically reducing the current number of phone transfers, and providing better response and service to the public."

A number of other firms will participate with BearingPoint to complete the project for Toronto, including Cisco and Lagan. BearingPoint will use Cisco's scalable IP-based Unified Communications technology to provide the core voice, contact center and telecommunication functions the city of Toronto requires. Lagan provides government-focused enterprise case management (ECM) solutions and has completed more successful 311 non-emergency call center implementations than any other software provider in the world.