The City of Houston just lately launched its revamped 3-1-1 service system.
The 3-1-1 Houston Service Helpline is a metropolis authorities call center the place space residents can request data on metropolis providers and report non-emergency points like visitors fines, sewer issues, pothole issues and neighborhood complaints. Since the service launched in August 2001, its most important part has been its three-digit telephone quantity, accessible from throughout the Houston metropolis limits. The 311 Call Center receives roughly 2.2 million contacts and receives 450,000 service requests yearly, in response to a launch from the Mayor’s Office.
Now, the revamped system, which took about 9 months to develop, affords residents new options and extra avenues by which they will report points and request data. There at the moment are 3 ways residents can create a service request: by sensible telephone app (Apple and Google), web portal via a virtual agent, and thru the call center. In a launch, officers stated these added self-service capabilities will assist scale back name quantity and wait occasions.
“Not only will this reduce wait times for people who need to call 3-1-1 instead of creating a service request on our app or web portal, this investment and upgrade in our technology will prepare us for the next 20 years of demand,” stated Tina Paez, Houston’s administrative and regulatory affairs director, in a press release.
The new system additionally consolidates repeat studies.
“The new system is another example of how Houston is building a Smart City of the future. This new 311 system has the potential to be the platform that connects all City departments and systems to each other ensuring a smooth and seamless experience for constituents,” stated Turner.
While 3-1-1 is primarily used for on a regular basis, non-emergency providers, the helpline is usually an vital device throughout emergency response, officers stated in a launch.
“During the Tax Day Flood, Hurricane Harvey, and Winter Storm Uri, the 311-web portal, app, and call centers were critical points of information gathering and distribute during those times of crisis,” the discharge reads. “With this system upgrade there will be an improvement to call center wait times and self-service capabilities during regular times, and an enhanced capability to be more responsive and minimize wait times during times of crisis.”
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Quelle/Source: News Chant, 22.07.2021
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