EUKN - European Urban Knowledge Network - 311 telephone number makes local government information easy to access in the US

311 telephone number makes local government information easy to access

Introduction

Besides the three-digit 911 emergency number, America's telephone companies and the Federal Communications Commission (FCC) have adopted other three-digit numbers, including 311. It was first implemented locally by the Baltimore Police Department in 1996 to handle non-emergency police calls. The 311 number was approved for nationwide use in 1997. Now residents, business owners or visitors can find all government information they need about their city by calling one telephone number that is the same all over the country.

Problem

How to improve access to information about local government matters?

Description

The non-emergency telephone number 311 is a special telephone number in many communities in Canada and the United States that provides quick, easy-to-remember access to non-emergency municipal services or a Citizen Service Center. 311 is intended in part to divert routine inquiries and non-urgent community concerns from the emergency 911 number. The largest 311 operation in service operates in New York City. It was implemented by New York City Mayor Michael Bloomberg in 2003. All calls to that 311 service are answered by a live operator, 24 hours a day, seven days a week. There is immediate access to translation services in over 170 languages. 311 Call Center Representatives use a state-of-the-art database of information and services about City government. Information can be updated in real time, and 311 works closely with other City agencies to maintain the most current information.

311 service is optional and may be purchased by a local municipality, a council of governments, a communication district or another state or local governmental unit.

Target group

Local residents, businesses and visitors

Results

The 311 service has many positive effects, for example:

In Baltimore, 311 has been successful in dramatically reducing the cost of city services;
In New York City, 311 is used by city officials as one of several sources of measurement and information about the performance of city services;
The 311 services have become a means for cities to improve customer service by cataloging complaints and tracking response time;
For residents 311 services are a much easier option than navigating individual city agencies.

Learning experiences

Based on the experience of several local authorities in the United States, several recommendations are made when it comes to the implementation of 311 services:

Small communities may need to consider broadening the job responsibilities of their customer service representative(s) to make a centralised customer service system cost effective and to
maximise employee productivity;
A centralised customer service system must be more than a phone book or switchboard for local government services and programmes; it must provide actual information, such as how signage permits are issued or the date and location of a public hearing;
Full integration of a centralized customer service system for a local government occurs in stages;
When designing a centralised customer service system, the local government needs to consider its “market,” or how it has historically interacted with its citizens.

Project start date

10/06/2008

Links

Document type

case

Themes

Urban Policy > Economy knowledge & employment

Keywords

Digital services