PTI’s Citizen-Engaged Communities is a special designation program that will provide multi-channel government contact centers with:

• A Roadmap for Success     • Process and Technology Support
• National Recognition

Local governments are challenged today to provide centralized citizen contact centers that effectively utilize new technology for fast, friendly and responsive service.

This seamless service must engage citizens through multi-channels, empower citizens by enabling direct interaction, and then demonstrate accountability through performance reporting, not just for calls but also for service delivery.

Citizens do not differentiate contact with an elected official, a call center representative, or staff in an operational department. They are all perceived as the city response and the city service.

Read more    07-31-2008

PTI is embarking on a year-long research project to develop best practices in the field of Web 2.0 and civic/social networking and citizen engagement in local and state government.

The project will culminate in a Web 2.0 State & Local Government Awards & Recognition Program that will include a virtual “Gallery of Excellence” in citizen engagement.

Read more    07-01-2010

Washington, DC, June 1, 2010 – Public Technology Institute (PTI) has designated nine local governments from across the U.S. as “Citizen-Engaged Communities” for their efforts to provide the public with multi-channel (web, civic media, Interactive Voice Response, 311/call agents) access to government services and information.

PTI’s Citizen-Engaged Communities Designation Program challenges local government to achieve high standards in citizen participation, seamless service delivery and democratic accountability.

Read more    06-01-2010

PTI Staff Contact: Dale Bowen, 202-626-2456.

Best Practices in 311/CRM: What Recent Research Shows about Successful Implementation

PTI and other leading national organizations have created a list of twelve best practices for local governments to consider for the planning, development and implementation of 311/CRM systems.

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06-04-2009     Send a link     Topics:  Citizen-Engaged Communities     Print version

Multi-channel contact centers - a 311 telephone number, a city or county website, or walk-up help desks - provide citizens quick and easy access to local government. For elected leaders, these centers help you stay in touch with your constituents.

To help elected leaders better understand the role that these centers can play in connecting with constituents, and to help elected leaders understand the technologies that bring these centers to life, PTI has published the brief guide The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials.

Read more    03-13-2009

Strategies for Building a Multi-Channel Contact Center offers insight for local governments on integrated communication channels and technology approaches that empower citizens through direct interaction with government.

This paper was produced as part of PTI’s Citizen-Engaged Community Designation program. The goal of this program is to challenge local government to achieve high standards in citizen participation, seamless service delivery and democratic accountability.

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02-02-2009     Send a link     Topics:  Telecommunications & IT  Citizen-Engaged Communities     Print version

Citizen call centers, along with integrated online and interactive voice response telephone systems, provide local governments with an opportunity to significantly enhance citizen services and improve government accountability and transparency.

Through call manager telephony systems, CRM/work order systems and web-based applications, local governments can coordinate service delivery and generate excellent, real-time performance data to identify high complaint areas, specific improvement needs and customer communication requirements.

Read more    11-04-2008

PTI’s Citizen-Engaged Community Roadmap To Success

Providing best practices and standards

Citizen Participation Processes (information, service requests, complaints, interactive business applications and forms, surveys, focus groups, suggestions, chats)

Integrated Communication Channels (call center, self-service Web and automated phone systems, walk-ins, neighborhood stations, contact center linkage with service departments, mobile citizens and mobile crews)

Read more    07-31-2008

WASHINGTON, DC, July 17, 2008 - A pothole in the street? A loose dog running around the neighborhood? Missed trash pick-up? Every day Americans want or need to make a call to their local government for service or information, but don’t always know where to call.

An emerging technology, 311 service, is making it easier for citizens to connect with their local government when they need help—all through a simple phone call to 3-1-1 or the touch of a button on a government website.

A new group created by several leading organizations has formed to promote the use of and serve as a resource on centralized customer service systems such as 311 call centers, citizen relationship management (CRM) systems and online service requests, to improve local government service delivery and performance.

Read more    07-17-2008

Washington, DC, June 23, 2008—Public Technology Institute announces the launch of the Citizen-Engaged Community designation program for city and county governments.

Through this initiative, PTI will encourage more active participation by the public in government performance management and reporting by helping local governments connect, and promote their multi-channel citizen contact and service delivery systems.

Examples include Citizen Relationship Management (CRM) systems, 311 call centers and web portal technologies that local governments use to respond to citizens’ requests for services.

Read more    06-23-2008