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311 General Overview

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Information about 311 General Overview
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Published on October 29, 2007

Author: Naples

Source: authorstream.com

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311 Customer Service Center Overview Heidi Sieck Project Director :  311 Customer Service Center Overview Heidi Sieck Project Director City and County of San Francisco 311 Customer Service Center Training Topic Overview:  Topic Overview What IS 311? Why 311? History of San Francisco 311 311 Business Objectives Operations Launch Schedule What IS 3-1-1?:  What IS 3-1-1? 311 History:  Summer 1999 Mar 2002 Oct 2002 Feb 2003 Oct 2003 Sep 2004 June 2005 July 2005 Mar 2006 Sept 2006 Chicago Tour ECD/DTIS Proposal 311 Leg Analyst Report BOS Status Hearing BOS R.695-03 - 311 Program Gartner Service Assessment 311 Budget Approved 311 Project Kick-off 311 Lease Approved Construction Complete 311 History Slide5:  100k faxes 7 million phone calls 4 million in-person visits 1 million emails 300,000 letters 100 million webpage views Out of millions of requests, 2 out of 5 service requests (40%) are never fully addressed CITY DEPARTMENTS 2300+ LISTED PHONE NUMBERS Why 311?? 311 History:  311 History “Those most in need of city services, such as the elderly, those living at or below the poverty line, and new arrivals to San Francisco, are least likely to find their way through this confusing bureaucratic maze.” - Mayor Gavin Newsom 311 Customer Service Center Vision:  311 Customer Service Center Vision San Francisco citizens, businesses, and visitors have a right to outstanding service from their city government What is San Francisco 311? :  What is San Francisco 311? One Call to City Hall Toll Free 24x7x365 Live Person E-mail – Fax - Web Multiple Languages Disability Access Service Request Number Reduce 911 Calls Slide9:  Turning Back the Clock 311 Business Objectives:  311 Business Objectives Two numbers to contact the City: 311 and 911 Answer as many questions and requests at 311 as possible. Improved customer experience in all cases and become the foundation for enterprise customer service transformation. Public safety partner and back-up 911 facility while reducing non-emergency calls to 911. Use technology efficiently focusing on safety and flexibility. Make 311 an excellent place to work. Implement analytical tools to be able to identify process efficiencies and measure customer service. What does San Francisco 311 do?:  What does San Francisco 311 do? 311 Center From 7 million calls per year to 1.5 million calls per year Contacts Service Request Intake Service Request Resolution Information Request Transfer to Dept. Specialist 311 LAUNCH PLAN:  311 LAUNCH PLAN SOFT LAUNCH February 15, 2007 CALL: 415-701-2311 FEEDBACK: 311@sfgov.org SAN FRANCISCO 311 PUBLIC LAUNCH MARCH 29, 2007 Slide26:  Questions?

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