When 311 services began back in 1996, voice communication was the only method available. Outsourcing companies with experience in managing contact centers quickly became valued partners with municipalities to help get these new programs up and running. There has been a significant shift in the many different ways people communicate today. 311 services are no longer restricted to one form of communication in one language. Today's 311 outsource company can leverage select core competencies to give municipalities an advantage when enhancing city services. There is a significant portion of the population who still prefer to communicate by voice in either English or Spanish. Cities that partner with a 311 outsource company can connect with more residents who have been left out of this one form of communication.
It is not enough for cities to use a one-dimensional approach to 311 services. The best way to improve resident's views and satisfaction with their city government is to offer better choices. Here are three ways DATAMARK helps municipalities reach and service a greater portion of their population.
Adding social media or texting to an existing legacy system may prove to be difficult if not impossible. Many cities are adopting an Open311 protocol as a set of guidelines for their services. DATAMARK has the back office, contact center, and business process automation capabilities to improve a resident's 311 service experience. This ground up approach allows new forms of communication to be added as they become available, while still utilizing the most popular platforms to aid in reporting city issues.
Legacy call centers usually can handle callers in both English and Spanish. So how can a city's 311 services effectively scale to support multiple languages? With automated self-service tools available to non-English speaking residents, many more people are able to contribute to the well being of their community. These residents who may not have had a voice in the past can be made to feel a part of the city. DATAMARK can architect a 311 services solution that can scale in multiple languages as a city finds the need. This agile approach to multiple language support ultimately provides better data for the city.
Do your residents prefer Twitter over Facebook? Or are they using other social media platforms? What is the latest and greatest emerging online platform? Municipalities do not need to anticipate these changes when they are partnered with a 311 outsource company. DATAMARK constantly surveys the social media landscape for our customers. We understand what platforms are being used today and why. We can adapt quickly to an emerging social media platform and effectively communicate in new ways. This gives your residents more options and gives the city more data to make better decisions.
Learn more about how DATAMARK helps municipalities speak new languages. See how a 311 outsource company can both broaden its capability to communicate and respond to the needs of its residents. Connect with a 311 outsource company 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.