311 & Stats Systems - Partnerships To Improve Government Accountability for City Service Delivery Overview

311 Overview

311 contact centers continue to be the most efficient way for citizen access to government services. 311 contact centers are relied on more then ever by Governments to better understand how services are being delivered and how resources are being used.

As state and local governments strive to better connect with citizens and demonstrate the increasing importance of transparency and efficiency in government, multi-channel citizen relationship management and call center telephony solutions are being deployed with centralized 311 contact centers to provide a gateway to government services and improvements in citizen satisfaction ratings.

The first 311 system launched in Baltimore, Md. in 1999 as a non-emergency alternative to 911 that was being inundated with non-emergency calls about broken streetlights, collapsed sidewalks, piled-up garbage, and abandoned houses with broken windows.

Stats System

With a “Stats” systems, department heads and representatives meet regularly with executive officials to discuss performance data and develop strategies to improve or sustain the performance of each participating department. Meetings enable department heads, staff, and executive officials to review and analyze measurements of department performance and efficiency.

A stats system is based on the idea of holding department directors responsible for results through a regular review of performance data. If any programs or services are not performing as expected, strategies are then developed to quickly correct any problems. Because a stats system relies on real-time access to operational level data, and resources to develop strategies to quickly correct problems, it requires an investment in technology and commitment from executives.

Stats systems at times are viewed as confrontational as department directors are “put on the spot” for poor performance. This however, is not their intent. The purpose of a stats program is to focus decision makers attention on operational level data to identify and correct unwanted trends before they become big problems. Stats systems are most effective when operational reviews are connected with achievement of defined goals and objectives.

References:  

Innovative Performance Management in Multnomah County: MultStat Concept paper, Matt Nice, November 2006

Lagan Corporation

Counting the Calls: How Municipal 311 Systems and CitiStat Help Identify Problems and Drive Change By Robert Last
311 Contact Center North American Location Map