When you need to know something but don’t know where to find it, who do you call? In Calgary, you can call 3-1-1. The first service of its kind in Canada, Calgary’s innovative 3-1-1 system utilizes a unique Customer Service Request platform to improve first-call resolution and get callers the information they need faster than ever. This case study looks at Calgary’s 3-1-1 system and examines the benefits of such a forward-thinking public service.
This Digital Communities white paper highlights discussions with IT officials in four counties that have adopted shared services models. Our aim was to learn about the obstacles these governments have faced when it comes to shared services and what it takes to overcome those roadblocks. We also spoke with several members of the IT industry who have thought long and hard about these issues. The paper offers some best practices for shared government-to-government services, but also points out challenges that government and industry still must overcome before this model gains widespread adoption.