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Call Centres - United States
Articles and resources about trends and issues in the development of citizen centric call centers providing government services in the United States.
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- 911 Will Soon Accept Texts, Videos, Photos
- by Erica Swallow. Mashable, 11 August 2011. "FCC Chairman Julius Genachowski announced a five-step plan on Wednesday to update the technology that powers the 911 emergency response system. The plan will enable the transmission of text messages, voice calls, videos and photos, as well as automatic location information..."
Added: 15 August 2011;
Page views: 357
Rating: 0
Votes: 0
- Fact Sheet: Five Step Action Plan to Improve the Deployment of Next Generation 9-1-1 (NG911)
- Federal Communications Commission, August 10, 2011. "FCC Chairman Genachowski Announces Five Step Action Plan to Improve the Deployment of Next Generation 9-1-1 (NG911). At the 2011 APCO Conference in Philadelphia August 10 , FCC Chairman Julius Genachowski announced his five step action plan to chart the transition to Next Generation 9-1-1 services. Workingwith the public safety community, carriers, manufacturers, and other service providers, the goal is to ensure that effective emergency response is a critical element of the broadband environment..."
Added: 15 August 2011;
Page views: 244
Rating: 0
Votes: 0
- FCC Looks To Modernize 911 With Text Messaging
- By Audrey Watters. Read Write Web, December 22, 2010. "The Federal Communications Commission has opened a Notice of Inquiry, seeking public comment on how best to update the nation's 911 services. The FCC wants to expand 911 beyond the phone call for help, bringing advanced communication technologies to the decades old emergency program..."
Added: 23 December 2010;
Page views: 755
Rating: 0
Votes: 0
- 311 Call Centers for Large and Small Cities Help Solve Neighborhood Problems Collectively
- by Susan Kirk. Governing People, November 19, 2010. "Calling 311 gives citizens an easy way to call in to report broken streetlights or graffiti or after-hours construction. It is used by many municipal governments in both the U.S. and Canada (see list below). With 311 New Yorkers are helping to solve problems they see in neighborhoods..."
Added: 22 November 2010;
Page views: 513
Rating: 0
Votes: 0
- Government Contact Center Satisfaction Index 2010
- Measuring Government Agency Contact Center Performance, By David Ham, Program Director, CFI Group, 2010. "Government contact centers play an important role during these difficult economic times. U.S. GDP in 2009 decreased 2.4%, U.S. unemployment has remained above 9% since May 2009, and 12-month average hourly earnings have increased just 1.7% since August 2009. With increased economic pressures for most U.S. citizens, people rely all the more on government contact centers to provide the service and support citizens need. Fortunately, government contact centers have risen to the occasion to deliver higher satisfaction scores among citizens who contact a government contact center. CFI's Government Contact Center Satisfaction Index (GCCSI) rose a significant 5 points from 2009..." [Requires Registration]
Added: 14 October 2010;
Page views: 388
Rating: 0
Votes: 0
- Government Call Center Satisfaction Narrows Gap with Private Sector - in pdf format (89kb)
- (This document requires the use of Adobe Acrobat Reader). Ann Arbor, Michigan, CFI Group, October 13, 2010. "Satisfaction with call centers run by government agencies increased 8% over the past year compared to only a 3% increase for call centers operated by private companies, according to the latest Government Contact Centers satisfaction Index (GCCSI) report prepared jointly by CFI Group and the Federal Consulting Group using the methodology of the American Customer Satisfaction Index (ACSI). The improvement in GCCSI is welcome news for every citizen because call volume for most agencies rises during difficult economic times..."
Added: 14 October 2010;
Page views: 367
Rating: 0
Votes: 0
- Government Call Centers Improve Customer Satisfaction, Study Finds
- Government Technology, October 13, 2010. "Despite the fact that call volume to agencies tends to spike in tough economic times, satisfaction with government call centers has gone up five points this year, according to the latest Government Contact Center Satisfaction Index report. The study, prepared jointly by CFI Group and the Federal Consulting Group, found that the biggest increases in caller satisfaction resulted from the shorter amount of time it takes on average to reach a live agent and improved interactive voice response systems. Both of these issues historically have been the bane of the call center experience for callers..."
Added: 14 October 2010;
Page views: 963
Rating: 0
Votes: 0
- 911 Technology Problems Plague First Line of Response
- By Elaine Pittman. Government Technology, June 7, 2010. "Recordings of 911 calls gone awry have been played repeatedly by broadcast media and published verbatim by print media. Sometimes blamed on outdated technology, other times on the call-taker, these phone calls highlight two of the common problems associated with 911..."
Added: 8 June 2010;
Page views: 551
Rating: 0
Votes: 0
- New York City 311 System Takes 100 Million Calls
- Government Technology, May 12, 2010. "New York City's customer service system took its 100 millionth call this week, with Mayor Michael Bloomberg answering the call live from the city's 311 facility..."
Added: 13 May 2010;
Page views: 496
Rating: 0
Votes: 0
- Open311 - open communication with public services and local government
- "Open311 provides open communication with public services and local government... Open311 refers to a standardized technology for location-based collaborative issue-tracking. By offering free web API access to an existing 311 service, Open311 is an evolution of the phone-based 311 systems that many cities in North America offer... This website is being facilitated by OpenPlans, a New York City based non-profit focusing on community driven initiatives and open technology for a more participatory civic sphere and more livable cities."
Added: 30 April 2010;
Page views: 723
Rating: 0
Votes: 0
- A Work in Progress: Philadelphia's 311 System After One Year
- The Pew Charitable Trusts, March 2, 2010. "A study from Pew's Philadelphia Research Initiative finds that Philadelphia's 311 contact system succeeded during its first year of operation in giving residents improved and easier access to information about city government. It did so at lower cost than other cities and won strong ratings from its customers. But the system also mishandled thousands of service requests, and nearly one quarter of all service requests were not completed in the promised timeframe..."
Added: 30 April 2010;
Page views: 575
Rating: 0
Votes: 0
- Miami 311 Goes Online, Keeps Phone Calls
- By Karen Wilkinson, Staff Writer. Government Technology, March 9, 2010. "Miami residents still must dial 311 to report non-emergency problems like potholes, missed trash pickup or broken streetlights. But now they - and Miami city employees - can go online, view 'problem areas' and track their requests..."
Added: 10 March 2010;
Page views: 562
Rating: 0
Votes: 0
- The White House Backs Plan to Open 311 Data to Developers
- Mashable, 4 March 2010. This guest post was written by San Francisco Mayor Gavin Newsom, who was elected to the position in 2003 and reelected in 2007. In this guest post, Mayor Newsom announces the launch of a national open platform for 311 Customer Service Centers on which developers can build applications. "Almost every city in the country has a 311 Customer Service Center providing residents answers about city services, and a way to report potholes, graffiti or other issues. Since the launch of San Francisco’s 311 Center in March 2007, more than 8 million calls have been answered and thousands of requests have been submitted online..."
Added: 4 March 2010;
Page views: 420
Rating: 0
Votes: 0
- New York City Schools Assist Parents with Consolidated 311 Call Center
- By Casey Mayville. Government Technology, December 17, 2009. "New York City encompasses the largest public school system in the United States, educating approximately 1.1 million students in 1,500 schools and employing more than 80,000 teachers. To make information about the school system more accessible to parents, the city's Department of Education (DOE) launched in September 2009 an enhanced 311 system to integrate information from different DOE offices..."
Added: 23 December 2009;
Page views: 845
Rating: 0
Votes: 0
- New 911 Standard Attracts More Local Interest
- by Andy Opsahl. Emergency Management, October 20, 2009. "Interest in a technology standard designed to eliminate manual phone calls from alarm companies to 911 centers when the alarms sound is surging among local governments. Advocates of the new standard say it removes two to three minutes of processing time from 911 calls..."
Added: 22 October 2009;
Page views: 264
Rating: 0
Votes: 0
This category last updated: 15 August 2011
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