What are 311 Solutions?
At ActiveGovernment, we understand that a government’s biggest asset is its citizens and that you require reliable software technology to help you improve citizen service levels and responsiveness. Our centralized citizen request management & 311 system (CRM) allows you to better facilitate communication across your entire organization, eliminate redundancies and provide assurance that citizens’ requests and inquiries are being properly tracked, routed, managed and resolved.
311 provides citizens with quick access to non-emergency government services through one point of contact. Our 311 solutions allow your city or county to record and capture information once and route to the appropriate department using pre-defined workflows for faster response times and improved service delivery. Our full-scale solution eliminates duplicate efforts, streamlines processes, automatically escalates requests as needed, provides scripts for accurate first call information gathering, improves decision-making and performance appraisals with advanced reporting, and integrates with back office business systems to keep staff members and citizens informed on the status of requests.
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What features can your government expect from 311 solutions?
- Smart scripts for customer service agents to capture full information on first call
- Computer Telephony Interfaces that put a wealth of caller information at the fingertips of customer service agents
- Soft phone features that permit quick and efficient call handling without leaving the request management screens
- Address validation and geographic-based request assignment
- Customizable criteria and case searches
- Automatic escalation settings to notify management of delays or changes
- Integration with Microsoft Outlook email and task
- Customizable reports for trend analysis and performance management
