Counteracting a sedentary lifestyle at work311 service centers
Connecting with your customers and providing great customer service is no easy task. After all, most government agencies have a variety of clients all faced with a range of needs—enter centralized contact centers, or 311 service centers. These resource centers, most utilizing 311 phone numbers, have been around for close to 15 years. They were established to reduce the number of non-emergency calls made to 911, but they have since evolved to become a sort of one-stop shop for residents who are seeking local government services.For government agencies, the utilization of 311 call-center technologies can be a great way to better understand and meet the needs of community members. Whether your agency is already using one of these centers or considering doing so, here is some useful information on how these centers may benefit your agency and on how to promote this service to your customers.

  • Receive and monitor service requests: 311 servicescan be a great way for residents to connect with and access government services—especially when residents aren’t sure who to call. For instance, residents are looking to report a missed trash pickup or a gigantic pothole left in the street by a snowplow. A simple call to a 311 resource center can point them in the right direction. They are happy because they have a place to voice their concerns and get the help they need, and government agencies are happy because every request comes to one place, allowing for the easy monitoring of resident requests.
  • Standardize practices: A centralized place to log requests, complaints and feedback also allows government agencies to standardize responses, measure response time and track trends. Tracking data to monitor trends and standardized responses generally equates to increased efficiency. And increased efficiency can lead to greater satisfaction for community members and cost savings for the government.
  • Facilitate public outreach and engagement: Many agency programs are largely underused due to a lack of awareness—people may not know the program exists, how to qualify for it or simply how to obtain resources from it. Centralized call centers provide residents access to and information about these vital government services at the touch of a button.

311 services: Anytime, anywhere
As 311 service centers become more widely used and, in turn, more in demand, so does the importance of anytime, anywhere access. 311 services are popping up in a variety of places:

  • Phone: 311 centers started as phone centers where residents could dial three simple numbers and obtain easy access to information. Most centers still operate as call centers today. Continue to promote your 311 call center with mailer inserts, magnets and desk calendar mailers. Be sure to include contact information and the types of services offered.
  • In person: Some 311 centers are taking the next step by offering brick and mortar locations where residents can access information and services in person. These locations are generally strategically located—that is, they are placed in locations having high foot traffic, providing maximum accessibility to residents. Let your customers know they can stop in and take care of things like renewing dog licenses or obtaining public transit passes. Mail a paw-shaped jar opener with dog tag renewal forms or hand out card holders for bus passes to raise awareness of your location—be sure to detail office hours and location information where applications and renewals are accepted.
  • Online: Expanding government website offerings to act as self-service platforms for community members not only provides convenience for residents, but it can also provide government cost savings. Many agencies are now capable of handling parking ticket payments, business license applications, volunteer and internship applications, and even animal control requests all online. Let your customers know they can handle these simple requests right from their own smartphone or computer. Next time someone uses your phone or in-person 311 services, mail a keyboard notepad or hand out a computer monitor cleaner with your 311 website imprinted on it to promote your online services.

Remember, providing community members with convenient ways to connect with and use government services can lead to a better understanding of resident needs, and more efficient and standardized government practices. And a one-stop shop approach to obtaining government programs and services, whether in-person, online or over the phone, can be a great way to provide excellent customer service to residents of your community.

Moody, David, and Steve Carter. “Unlocking 311.” Open311 standard expands CRM systems’ potential. N.p., 1 Feb. 2011. Web. 30 June 2013.

“County Gives Residents a New Way to Access Services.” American City & County Home Page. N.p., n.d. Web. 30 June 2013.

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8: Domino Day
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8: X-ray Day
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11: World Orphan Day
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14: International Girls Day
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14: Spirit of NSA (National Speakers Association) Day
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16: Guinness World Record Day
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17: Homemade Bread Day
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17: Playmobil® National Day of Play
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17: World Prematurity Awareness Day
18: Married to a Scorpio Support Day
18: Mickey Mouse Day
18: Push-button Phone Day
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20: GIS Day (Geographic Information System)
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20: National Educational Support Professionals Day
20: National Peanut Butter Fudge Day
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21: Alascattalo Day
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21: Use Less Stuff Day
21: World Hello Day
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22: Humane Society Anniversary Day
23: Dr. Who Day
23: Family Volunteer Day
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23: National Adoption Day
23: National Survivors of Suicide Day
24: Brownielocks Day
24: Celebrate your Unique Talent Day
24: D.B. Cooper Day
24: Mother Goose Day
24; Small Business Saturday
25: International Day for the Elimination of Violence Against Women Day
25: Blasé Day
25: Shopping Reminder Day
27: National Day of Listening
27: Tie One on Day
27-12/5: Chanukah or Hanukah
28: National Day of Mourning
28: Thanksgiving Day
28: Turkey-Free Thanksgiving Day
29: Black Friday
29: Buy Nothing Day
29: Electronic Greeting Day
29: Flossing Day
29: International Day of Solidarity with the Palestinian People
29: Maize Day
29: National Day of Listing
29: National Native American Heritage Day
29: Sinkie Day
29: You’re Welcome Giving Day
29: Computer Security Day
30: International Aura Awareness Day
30: National Meth Awareness Day
30: Stay Home Because You’re Well Day
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