One Source for City ServicesAugust 2014

NextGen 311

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The City of Atlanta’s customer service vision was established by Mayor Kasim Reed:

“All Atlanta residents and visitors should expect and receive best-in-class customer service every time they

interact with the City.”

City customers’ interactions and expectations have and will continue to change – government’s approach must adapt.

ATL311 will transform how the City provides and delivers customer service.

Drive from a Strong Vision

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ATL311 began as part of the Customer Service priority for the Mayor, which began in November 2011 under a grant from Bloomberg Philanthropic

The Innovation Delivery Team planned and incubated the project until July 2013 when ATL311 was established as its own operating unit to implement and launch the ATL311 Program

ATL311 organization reports directly the Chief Operating Officer (COO) within the Mayor’s Office; consists of a Director, Program Management Office and the Customer Service Center, which has consolidated existing City call center operations

Build a High Performing Team

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Our motto for ATL311 is “We are 311: Accountable, Responsive and Efficient”

Siebel, public sector solution will manage to the customer experience, thus allowing our City Departments to focus on their core operational competencies, service delivery◦ Improved responsiveness - every call and request is tracked◦ Real-time integration with Geographic Information Systems (GIS) ◦ Real-time business intelligence (BI) reporting

Create a Culture of Accountability

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ATL311’s customer relationship management solution includes significant advanced technology design elements, including:◦ Capturing and integrating content across the enterprise, including GIS,

work order management systems and VoIP telephony, allowing for “big data” performance analytics

◦ Becoming the first city to launch a multi-channel 311 concurrently – including call center & smart portal due to a flexible design that delivers all channels via one platform

◦ Becoming the first major municipal 311 implementation hosted in the cloud, creating significant technology management efficiencies and positioning the solution for future scalability and replicability for other municipalities

Embrace Technology

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Beta launched smart portal in March 2014, giving the public advance notice of the hard launch, requested feedback on the usability, www.atl311.com

Citizens and customers have the opportunity to interact with and learn the self-service technology in advance of the call center’s formal launch

Create advance marketing “buzz,” engaging citizens in new ways with their civic government AND driving citizens to lower cost channels from the very start

Innovate with the Public

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Customer Centric Model

Need to Contact the

City?

“One-Stop” Shopping ATL311 Customer Service

Center

Close-the-Loop

Call TypesGeneral Information (GI)Referral (REF)Service Request (SR)Compliments, Comments& Complaints (CCC)

Triaged Intake: Customers Service Representatives (CSRs) from all Departments have been consolidated to form the CSC, leveraging skills and knowledge to perform Citywide customer service.

Visit: www.atl311.comCall: 404-546-0311 or 311

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Conceptual Model

www.atl311.com

Internet Mail

Phone

Walk-in

eMail

Customers

DepartmentUsers

ServiceRequest

Business Intelligence (BI)Reports

ATL311Customer Service

Center (CSC)

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Tech Stack

CRM

Siebel 8.2 Public Sector

Siebel Smartscript

Siebel CTI Toolbar

Siebel Email Response

Siebel eService

Business Intelligence

(BI) Reporting

Oracle OBIEE 11G

Oracle BI Publisher

Analytics Data

Warehouse

Oracle Contact Center

Analytics

Oracle Service Analytics

Informatica

Web/Mobile Self Service

Portal

Wordpress

PHP

HTML5

Oracle CX Cloud

City of Atlanta

ESRI Arc GIS

Cisco UCCX

Contact Canvas Server

Active Directory

Google Analytics

Hansen 8 (TBD)

On Premise

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Q&A