The original concept of a 311 service was to essentially mimic emergency 911 service for city related non-emergencies. Outsourced contact center providers were the perfect match to municipalities because they offered a superior product and process for a fixed cost. Today's 311 provider company has to excel at so much more than contact center management. This is why DATAMARK has always led the charge of business process engineering when it comes to 311 provider company solutions.
In order to connect and serve a greater population of a municipality, a 311 provider company has to be much more than a call center. Data integration, automated back office capabilities, and social media integration are all essential to reach more residents. What worked yesterday is only a part of the solution. New capabilities and a new approach are necessary to handle new ways of communicating with more segments of the community.
When a 311 call center gets a new complaint or request, it usually has access to a database of city information. But many times, any reporting or updating must be done manually so that an entry can be resolved. This manual process can be easily accomplished with business process engineering and back office automation. It is possible that databases can have the capability to be updated automatically from 3rd party providers such as utilities not owned by the city or separate government agencies. These push updates can also be automatically sent to a resident via their preferred method of communication. These enhanced services can allow for greater self-service reporting and resolution saving the city resources and capital expenditures.
DATAMARK provides state of the art digital mailroom capabilities to all kinds of customers including 311 services. An automated digital mailroom is one of the keys to encouraging 311 self-service and reducing contact center costs. Integrating this automated service for email, text and social media can take some of the burdens off of the contact center. When these automated services are implemented and adopted successfully, they can greatly reduce the annual maintenance costs of an outsourced 311 provider company.
There are always going to be some segments of the population who will prefer the telephone when presented with a choice. There will be other segments of the population who prefer text, email, or social media as their preferred method of communication. Many people believe they will get a faster response with text or social media because they feel that these are faster forms of communication as they are being used today. DATAMARK has the capability to not only manage contact centers, but also manage help desk and technical support for all types of public and private entities. Providing this kind of experience and expertise to 311 services greatly enhances the ways in which a municipality can communicate with its residents.
Find out how DATAMARK can work with your municipality to bring enhanced 311 provider company capabilities to more of your residents. Connect with a 311 solution expert today at 800.477.1944 or use 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.