Reform 2.5: Call Centers
Consolidate All Call Centers in City Government for One-Stop Service – and One “311” Number. Other Information:
We believe that one “311” call number is a common-sense vehicle to improve customer service and reduce call center costs in
the city. The Enterprise Resource Planning (ERP) system has a customer service module that is currently being piloted by the
Utilities Department. Once implemented this system can integrate customer information across city departments – e.g. an individual
calling in to pay a water bill can be reminded that an outstanding parking ticket is also due. Using ERP as a vehicle, and
adding on a project management “ticket” system, we propose consolidating all city call centers within two years into a single
“Citizen Service Center” for taxpayers to request services or transact business with the city.
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