City Drives 311 Citizen Response

Researchers estimate that 60 to 90 percent of 911 calls are not emergency calls. According to a study sponsored by the National Institute of Justice, non-emergency 311 call systems can greatly reduce the 911 burdens.

In 1997, the Federal Communications Commission designated 311 as the national phone number for non-emergency calls. Since then, a number of state and local government organizations have implemented 311 initiatives to reduce an overloaded 911 system improving the handling of citizens requests for local services.

Implementing a citizen response system allows emergency personnel, such as police officers and firefighters, to concentrate on their respective areas of responsibility, while saving them time and money. Additionally, citizens are more likely to see their issue resolved if they call a non-emergency number for a problem that does not require immediate assistance.

Government organizations at all levels are using web-based service desk solutions to drive 311 citizen response initiatives, helping them manage all types of non-emergency-related inquiries, alleviating overburdened 911 operations, and reducing support costs. The City of West Des Moines, IA, is leveraging FootPrints, by UniPress Software, Inc., for their citizen response operations.

The software allows the city to centrally track and manage all incoming requests received via multiple communication channels (i.e. phone, e-mail, web, and chat), deliver self-service online, maintain service levels, manage two-way email, manage knowledge bases, and automate reporting. Additionally, FootPrints manages frequently asked questions (FAQ) material for self-service citizen access, and submission of citizen problems.

All requests logged into system can be tracked throughout their life cycles. The system can be configured to provide citizens with reference numbers to check the status of their issues, as well as deliver email notifications, eliminating issues from falling through the cracks.

The City of West Des Moines logs both internal and external support requests ranging from questions on how to apply for a dog license, to how to obtain alcohol and tobacco permits, to requests for snow and ice removal. Most citizens submit requests in FootPrints through the citys web site, but the system also tracks and manages issues via phone and e-mail. Depending on how the customer completes the request, the ticket is automatically routed to the city department that handles that particular area.

E-mail notification capabilities within the system acknowledge receipt of requests and keep citizens updated with their status throughout the resolution process.

While most requests were being handled in the past, with FootPrints, we now see that our response and close rates are much faster, explained Rich Dague, Senior Network Analyst. Also through the system, citizens now have an opportunity to express their questions, requests, comments, and complaints without being identified (if they so choose), and they now have the capability to track the status of their issues through resolution. So, while citizens may not be able to go fight City Hall with their problems, at least they can make sure their requests are being addressed and handled through resolution.

For more information about FootPrints and 311 citizen response systems, http://www.unipress.com/footprints/311.html