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.

Read more    07-31-2008

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:  Consulting & Advisory Services  Citizen-Engaged Communities  Chief Information Officers (CIOs)     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.

Buy this publication with a credit card. See How to Use the PTI Store for ordering information.

02-02-2009     Send a link     Topics:  Telecommunications & IT  Citizen-Engaged Communities  Chief Information Officers (CIOs)     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

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) Integrated Technology (311; CRM; Web 2.0 applications such as one-page dashboards, personalized content, and e-mail alerts; VoIP telephony; GIS; work management; mobile communications; knowledge-based data repositories) Performance Reporting (external citizen metrics, customer-driven internal service metrics, use of real-time data, service level agreements for contact center and service departments)

Partnerships (with local government peers and industry professionals who have excelled in multi-channel contact centers) PTI Strategic Alliance & Executives On-Loan (to offer assistance of local government peers and industry professionals to support service center improvement efforts) Citizen-Engaged Communities (coaching and peer-to-peer advice from designated communities)

Attractive Award and Program Logo Use (to recognize designated communities) Local Community Value

• Demonstrates responsible management to elected officials and citizens
• Garners citizen support for projects and capital improvements
• Demonstrates achievement and excellence in citizen-centric government
• Lifts positive citizen perception of government applying new and emerging technologies

Winners Spotlight (designated communities featured on PTI site, at conferences and webinars)

Case Studies (annual publication for designated communities)

Two-Year Approval Process (designation status renewable every two years)

National Leadership Role (assist with future designations)

07-31-2008     Send a link     Topics:  Citizen-Engaged Communities     Print version