Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Download
Standard view
Full view
of .
Look up keyword
Like this
1Activity
0 of .
Results for:
No results containing your search query
P. 1
The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials

The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials

Ratings: (0)|Views: 89|Likes:
Published by pti_store
Multi-channel contact centers - a 311 phone number, city or county website, or walk-up help desks - provide citizens quick and easy access to local government. For elected leaders, these centers help you stay in touch with your constituents.

To help elected leaders better understand the role that these centers can play and the technologies that bring these centers to life, PTI has published the brief guide The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials.
Multi-channel contact centers - a 311 phone number, city or county website, or walk-up help desks - provide citizens quick and easy access to local government. For elected leaders, these centers help you stay in touch with your constituents.

To help elected leaders better understand the role that these centers can play and the technologies that bring these centers to life, PTI has published the brief guide The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials.

More info:

Published by: pti_store on Sep 11, 2009
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

05/11/2014

pdf

text

original

 
The Value of Multi-ChannelContact Centers:
 
 A Checklist or Local Elected Ofcials
Citizen-Centric Government 
 — Transforming Government through Service and Technology
Public Technology Institute
The resource for technology executives in local government
w w w. p t i . o r g
 
The Value of Multi-ChannelContact Centers:
 
 A Checklist or Local Elected Ofcials
Citizen-Centric Government 
 — Transforming Government through Service and Technology
No matter how you currently engage citizens—311, call centers,walk-up desks, the Web—you can take customer service to anew level—multiple channel contacts!People have become accustomed to using the channel of their choicefor communication and transactions. Today’s technology is making thatvery convenient for the user and offers great management tools forthe organization providing the service.For the citizen, these contactcenters provide quick and easyaccess to government.For the elected leaders, thesecenters help you stay in touchwith your constituents. Thesystems and business processesthat contact centers use helpyou to “monitor the pulse” of your constituency and provide you withreal-time analysis on how effectively government services are beingdelivered.The Public Technology Institute (PTI) has prepared this checklist
identifying many of the benets of multi-channel contact with thepublic. Designed specically for elected ofcials, this list is meant
to provide a non-technical look at how these technologies impactyou and the citizens you serve.
T cckst fcss  t pty s:
Citizen satisfaction
Economic development and revenue opportunities
Business process re-engineering
“Finally, New Yorkers don’hae to search through a phone book or experience the  ustration o being bounced  around om one agency tothe next as they try to nd the serice they need. And 311doesn’t just let us respond better, we use what we learnhere so we can manage better.” 
—Michael BlooMBerg, Mayor city of New york, Ny 
“Sacramento City 311 ismore than a customer-ocused call center. While outstanding customer serice is our commit-ment, haing a “single source o  inormation” regarding issuesconcerning our residents giesus a continuous gauge oncustomer needs, allows or  strategic planning and gies theexecutie team objectie data  om which to make sound decisions or our city. Our CRM system is the catalyst that enables this to happen. Strong leadership with the right technology can transorm.” 
—keviN JohNsoN, Mayor city of sacraMeNto, ca 
MulTi-ChannelConTaCT CenTer 
With the foundation of technology and communications, a multi-channel contact center canbuild dynamic andresponsiveconnectivity between citizensand local government.
n-P   s n C  l  l  a g n t  sW  b Vr s-M   l   / MW   o  d    s
Tcgy & CmmctsCtzs
FaCT:
 
in 1997, the FederlCommnctons Commsson des-gnted 311 s  ntonl nmberto hndle non-emergency clls.Snce tht tme, locl governmentscross the contry hve beenestblshng contct centers.
 
As you review this list, think about the technologies and processesthat you currently use and what more you could do to transformgovernment services.
Citizen Satisfaction
✔
Achieve a lighter, simpler, swifter,more accessible and trustedgovernment through the multi-channel contact center serviceand technology
✔
Improve accountability and trans-parency by meeting the demandto provide real-time assessmentof the effectiveness of services
✔
Transform citizen communications by offering channel of choice,expanding walk-in and call services with Web 2.0 dashboards,news feeds, text messaging, social networking, and InteractiveVoice Response and balancing with commonplace technologiesto maximize inclusion and utility
✔
Institute continuous citizen engagement through surveys, commentand complaint forms, special project feedback, town hall meetings,kiosks, public access to computers, and other two-way interactivityinitiated by the multi-channel contact center
✔
Gain understanding of citizen priorities and community issuesthrough the abundance of straightforward data generated bythe multi-channel contact center
✔
Attain seamless service delivery through consistency of informationsharing between citizens, the contact center, service departments
and eld crews
Economic Development and Revenue Opportunities
✔
Increase timely collections for accounts receivable throughcost-effective, 24x7 payment processes
✔
Facilitate business development with quick and automated accessto business information and maps, interactive web forms,and faxing
✔
Increase registrations and reservations through easy access todynamic tourist and recreational information
✔
Generate revenue and economies of scale by establishing partnernetworks to share services, data and technology use
✔
Improve economic development efforts by using browser-basedapplications to end data silos and enable access to informationon demand and in real-time (e.g. sales and marketing data,business contact data, lead management, e-mail integration,e-mail lists)
Business Process Re-engineering 
✔
Manage by facts and improve forecasting with real-time and relevantdata access, including easy-to-read report summaries
✔
Target limited resources by using call, complaint and location data tofocus on service improvement opportunities
✔
Easily transition and effectively support emergency operations andestablish reliable communications infrastructure between public
“Our Strategic Customer Serices diision has enabled us to take a 360° approach tocitizens and serice. Withintegrated technology or 311,GIS, the Web and IVR, wehae connected the communityto the City o Dallas.We stay accountable and eryresponsie to that connectionthrough ongoing citizen input  and extensie perormanceimprovement processes. It’s a great way to manage.” 
—Jill a. JordaN, assistaNt city MaNager city of dallas, tX 
“My ocus is to be responsieto the needs o our citizens and to engage them in building  a better community. CorpusChristi provides seamlesscustomer serices throughthe call center and an award-winning interactie website.” 
—heNry garrett, Mayor city of corpus christi, tX 
FaCT:
 
Good cstomer ser-vce sed to men frendlynd corteos. Tody, t lsomens  ctzen cn se combnton of commnc-ton chnnels to nterct wthgovernment, hs optons for24x7 ccess, s not trns-ferred, nd does not hve torepet nformton.
311/CRM ProjectCoordinating Group*
Created by PTI, ICMA, RutgersUniversity and the Ochs Centeror Metropolitan Studies, thisgroup hopes to:
 
Create a unied public voiceto promote the difusion o 311/CRM systems to localgovernments across the U.S.;
 
Share inormation and serve asa resource to local governmentson 311/CRM systems;
 
Promote best practices andstrategies that lead to moreresponsive government andimproved government perormance.
*Each organization has a research project supported by the Aled P. Sloan Foundation.

You're Reading a Free Preview

Download
scribd
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->