What Will the Next Generation of 311 Systems Look Like?
What does Apple have to do with 311? What about Zappos? The answer is – more than you might think! These companies have been delivering such fantastic customer experiences that they have “raised the bar” on consumer expectations for what constitutes good service in all segments of the economy.
Rightly or wrongly, these increased expectations are also influencing constituents’ expectations for the services they receive from government organizations. If you are involved with designing, building or operating a 311 program at the municipal, county, state or provincial level, chances are you have already been seeing the demand for new capabilities such as support for additional communications channels and mobile devices.
The result of these increased expectations has been renewed vigor in the entire 311 space, which has translated into a second generation of 311 initiatives including new project types and drivers for their implementation.
Based on Eventus’ research and experience, North American municipality, county, state and provincial governments have responded to heightened constituent expectations with a variety of different 311 initiatives that we have grouped into the following five categories:
- New 311 Programs
- Rebranding or Re-Launching
- Modernization of Current State
- Optimization of Current State
- Unified Communications Center
These five types of 311 projects are all occurring despite very difficult fiscal conditions for government organizations of all types. One reason for this is the existence of four “game-changing” enablers that have the potential to bring radical improvements in constituent service while at the same time bringing radical reductions in operating costs. These 4 “drivers” are:
- Cloud-Based Services
- The Internet of Things (IOT)
- Communicating in Context
- The Analytics Revolution
This is an exciting time to be involved with the design, implementation and operation of a 311 program. Just as constituent expectations for government service delivery rise, a new generation of capabilities has become available to help governments meet those expectations in a cost-effective manner. Even better, these innovations are just beginning to provide the basis for further innovation that will make lives better and easier for both constituents and government employees. Download your free copy of Moving Toward 311 2.0 today to learn more about all these important developments in the 311 industry.
It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from.
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.