The City of University Park, Texas implemented a 3-1-1 system in 2005. I was involved with procuring the technology portion of the implementation (phone lines, ACD equipment, software, 3-1-1 call routing, etc.).
I think that the system has helped the City improve its response to citizen requests and complaints simply by giving us the ability to record and track the requests from start to finish. And, we created a searchable database with answers to a large variety of frequently asked questions. Our call takers take pride in being able to respond to all requests, even those that do not relate to services provided by our city.
One of the challenges of the 3-1-1 system is that residents must call from a landline within city limits to be connected to our 3-1-1 call takers. 3-1-1 calls from a mobile phone are likely to be routed to the City of Dallas’ 3-1-1 system as we are a small “bubble” suburb completely surrounded by Dallas. Many people still call the City’s main receptionist phone number out of habit.
Overall, we’re pleased with our 3-1-1 system and we think it will continue to grow in use as residents grow accustomed to accessing the system.
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