Strategies To Launching A Successful Citizen Non Emergency (311) Contact Center

As city government officials across the country continues to investigate alternatives to reduce budgetary spending without sacrificing citizen satisfaction results, a non-emergency governmental contact center operations, such as a 311, can often achieve those objectives if planned appropriately.

Below is a summary list of project management strategies to successfully launch a centralized Government Contact Center operations:

1. Hire An Experienced and Talented Senior Call Center Management Team
2. Create A Project Implementation Plan
3. Hire Experience Project Managers
4. Partner with the Human Resources Department to Hire Qualified Agents
5. Acquire A Right Fit Citizen Relationship Management Software Package
6. Acquire Enhanced Call Center Telephony Systems
7. Designate Key Staff Members to Oversee Knowledge Management Articles
8. Gain Project Buy-in from Senior Leadership, Elected Officials and Other Stakeholders
9. Develop A Citizen Experience Management Program
10. Communicate, communicate, communicate project deliverables and expectations.