The role of a city's 311 services has changed over the past few years. What started as a call center to absorb 911 calls that were non-emergencies, has turned into a sophisticated network of inbound and outbound communication. 311 has gone from a call center that reacts to problems to a communication network that proactively coordinates resources and services according to analytical data.
One of the biggest challenges that face communities with 311 services is adapting to new technology. This is where DATAMARK, a 311 municipality service provider can partner with a city to provide the latest proven methodologies as well as implement the latest technologies.
How do your residents like to communicate? Is it via text messages? Is it SnapChat? How do your residents receive information? News outlets or twitter? What platforms will be around in 5 years? How will your residents be communicating next month?
It is easy to get bogged down with particular platforms and different apps. What transcends trends is a repeatable process that is built on the fundamentals of communication. DATAMARK has invested time and resources into a process that works with the ways that people communicate. We can invest the time and resources into any emerging platform or technology and help municipalities implement them correctly today. Or when a platform goes dormant or is abandoned, DATAMARK can help you to smoothly transition to a new app with little disruption to your 311 services or to your residents.
The new challenge for a 311 municipality service provider is to give residents more options to self-serve their issues and get automatic replies when the issues are resolved. For example, a new issue is reported via text message. That text is logged by the customer relationship management platform that is maintained city-wide. A ticket is created and is issued to the appropriate city utility or agency. The resident would be able to signal how often they want to be updated on the issue. Once the issue is resolved, the CRM will be automatically updated and the resident will be alerted of the resolution to the issue.
This workflow requires many outsourced services such as digital mailroom, contact center management, document management, and storage. DATAMARK has pioneered much of the development in back office automation. These systems working independently of each other can create even greater problems. The solution has to be engineered from the ground up to work as one. When the goal is to safely resolve the resident's issue as efficiently as possible, the solution must be architected from the ground up with those priorities.
DATAMARK has over 20 years of experience in the contact center business. As a 311 municipality service provider, we can bring together emerging platforms as well as established forms of communication to better serve your city's residents. Find out more about how we can improve your resident's experience and why that would be important to your municipality's bottom line. Connect with a 311 solution expert today at 800.477.1944 or fill out the contact form below.
DATAMARK has been a trusted business services partner to Fortune 500 companies, large enterprises and government agencies since 1989.
City government shouldn’t be in the business of operating contact centers. Let DATAMARK handle your 311 program so you can focus on the long-term, strategic management of city government.
Today’s economic reality means cities face ever-tightening budgets and the need to ensure every taxpayer dollar is spent wisely. Outsourcing 311 to an experienced contact center service like DATAMARK can help your community control costs while ensuring top-performing service to your citizens.