Government Technology

    Digital Communities
    Industry Members

  • Click sponsor logos for whitepapers, case studies, and best practices.
  • McAfee

Denver's 3-1-1 Call Center Serves Millionth Caller



October 2, 2008 By

Photo: Denver Mayor John Hickenlooper

The city and county of Denver's 3-1-1 customer service call center served its millionth caller at 11:35 a.m. Wednesday, Oct. 1, less than two-and-a-half years after Mayor John Hickenlooper launched the 3-1-1 system on July 7, 2006.

The millionth caller, Michele Starbuck of central Denver, called with an inquiry for the Assessor's Office. Customer service agent Ken Simpson answered the call. To celebrate the milestone, Starbuck will receive a commemorative gift basket including tickets and memberships donated by the Denver Film Society, Denver Art Museum, Museum of Contemporary Art Denver, Denver Botanic Gardens, Denver's Division of Theatres & Arenas, Denver Zoo, and the Denver Center for the Performing Arts.

"The 3-1-1 system has revolutionized Denver's approach to customer service by enabling residents and businesses to reach a live, knowledgeable person with just one call to City Hall," said Hickenlooper. "Gone are the days of sifting through over 1,200 listings for Denver city services in the phone book. Whether Denver residents have needed a park permit application, a pothole filled, or merely had a question, 3-1-1 has provided a convenient, single point of access and service for all non-emergency services and information."

Also today, Denver's 3-1-1 began handling Neighborhood Inspection Services calls directly for the first time. The 3-1-1 call center currently receives about 100 calls per hour.

Denver's 3-1-1 customer service agents are available daily, seven days a week, from 6:00 a.m. to 11:00 p.m. with limited coverage on holidays. Denverites can also access the 3-1-1 system by visiting http://www.denvergov.org, e-mailing 311@ci.denver.co.us, faxing 720-913-8490, or by walking into the 3-1-1 Call Center to speak to an agent in person at the Webb Municipal Building, 201 W. Colfax. 9-1-1 is still the number to call for emergencies.

When calls come in to 3-1-1, trained customer service agents provide information on the spot or assign a tracking number to the inquiry if a service is requested, such as fixing a broken traffic light. The tracking number allows citizens to follow their requests for service through the City system online at www.denvergov.org. Callers can also find out the status of a specific request or add more information or comments by referring to their specific 3-1-1 tracking number by phone, e-mail or fax.

One objective of creating the 3-1-1 system was to improve public safety by reducing the number of non-emergency calls to 9-1-1, thereby freeing 9-1-1 operators to address emergencies.

Before 3-1-1 launched in 2006, almost 20 percent of the calls to Denver's 9-1-1 number were non-emergency calls. 3-1-1 is currently handling 65,000-72,000 calls per year that were previously going to the Denver Police Department's non-emergency line, representing an 8 percent reduction in non-emergency calls to 9-1-1.

With a Call Center staff of 32 people, the 3-1-1 staff handled 500,000 calls in 2007 and anticipates nearing a total of 600,000 calls in 2008. 3-1-1 is a multi-lingual service that can communicate with callers in 182 different languages. 3-1-1 serves the deaf and hearing-impaired community through a TTY number: 720-913-8479.

wh


| More

Comments

Add Your Comment

You are solely responsible for the content of your comments. We reserve the right to remove comments that are considered profane, vulgar, obscene, factually inaccurate, off-topic, or considered a personal attack.

In Our Library

White Papers | Exclusives Reports | Webinar Archives | Best Practices and Case Studies
Digital Cities & Counties Survey: Best Practices Quick Reference Guide
This Best Practices Quick Reference Guide is a compilation of examples from the 2013 Digital Cities and Counties Surveys showcasing the innovative ways local governments are using technological tools to respond to the needs of their communities. It is our hope that by calling attention to just a few examples from cities and counties of all sizes, we will encourage further collaboration and spark additional creativity in local government service delivery.
Wireless Reporting Takes Pain (& Wait) out of Voting
In Michigan and Minnesota counties, wireless voting via the AT&T network has brought speed, efficiency and accuracy to elections - another illustration of how mobility and machine-to-machine (M2M) technology help governments to bring superior services and communication to constituents.
Why Would a City Proclaim Their Data “Open by Default?”
The City of Palo Alto, California, a 2013 Center for Digital Government Digital City Survey winner, has officially proclaimed “open” to be the default setting for all city data. Are they courageous or crazy?
View All