Overall Questions:
1. The perception of “Philly 311” is that the organization has never reached the potential of the original vision. The organization answers over a million calls a year, but does not have a reputation for getting results. What can be done to make 311 more effective and efficient?
Recommendation Summaries: What is working, not working, or could work better?
1. There needs to be a new management approach. The 311 organization can’t have the responsibility for answering calls but lack the accountability to actually solve problems. There needs to be binding service agreements between the 311 organizations and the various city agencies, and they need to be managed and monitored in a collaborative way. The current “siloed approach” creates the perception that “311 is ineffective”, but the root cause is the aforementioned lack of effective collaboration / accountability between city agencies.
2. The 311 teams needs to innovate their service model. The 311 organization uses older technology to run a traditional “1980’s” phone center. In the age of the Internet, just…show more content… The Nutter 311 transition reports list significant “call center technology” investments in order to improve the 311 service; however, before that spend is made a “process innovation needs to occur”. The existing 311 center focuses on “calls taken” and if they are answered within 45 seconds. Before the age of the Internet these were classic measures, yet today a more “multi- channel” focus needs to happen. People today use their IPhone applications, and readily search for self- provisioned solutions using google and YouTube; however the 311 team has limited focus and technology to support this important technology trend. Private sector companies use web technology to improve service and reduce cost-the 311 team needs to take the same