Citizen Relationship Management
• CiRM• Improving citizen orientation
• Better accountability• Customer based approach to government services• Start, maintain and optimize
customer relations
• New Public Management approach
311 Call centers
• Initially envisioned as a means of alleviating 911 congestion
• In 1997, the FCC established the 311 for non-emergency local government services
CiRM: 311 Call Center (Miami-Dade)
The 311 Call Center
One CallFor all non-emergency service
One AnswerAgents at the 311 Call Center can quickly retrieve information about all County Services from the centralized Knowledge Base Management System.
One TimeThe Miami-Dade County 311 system serves as an agent, providing the service citizens need without transferring the call.
CiRM
Departmental Consolidation in 311 and Portal All 65+ County agencies rolled into 311
Multi-jurisdictional Consolidation
Channel & Technology Consolidation
Size of Call Center 11,000 Square Feet; 120 call specialists; 6 Supervisors
Hours of Operation Monday - Friday 6 am - 10 pm;
Service Requests Types Over 400
311 Call Center Fact SheetCiRM: 311 Call Center (Miami-Dade)
Crowdsourcing
• Collaborative work• Citizen input/ advice into
government services• Expert knowledge vs local
knowledge
• Success factors:• Moderated• Assessed• Organized• Promoted• Rewarded• Managed
Citizen Services• Range of citizen oriented services
• Public Safety, Emergency Management & Corrections
• Health, Social and Human Services• Commerce, Labor and Taxation – Economic, Business, Community and Workforce Development
• Finance and Administration, Human Resources, Licensing and Permitting
• Energy, Environment, Natural Resources, Parks and Agriculture
• Citizen Engagement, Open Government and Online Service Delivery