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.
All over the country, community leaders are looking to boost economic development through various initiatives. One key element in many of those initiatives is the use of information technology. When local governments build IT infrastructure, create e-government applications, assist high-tech startups or otherwise focus on technology, they create conditions that draw businesses to their communities and help retain skilled workers. This paper discusses and provides examples of these various ways local government can use technology to ultimately make a community more attractive to businesses, visitors and residents.