Events: 2012 Events

The Impact of Channel Shifting on Local Government Contact Centers

PTI, AGCCE and ICMA presented this webinar on April 4, 2012.

Does channel shifting result in fewer calls or is it just a way to reach a different generation?

Channel shifting describes the various ways local government contact centers interact with callers and how it is shifting from just telephone calls, from self-service on the web to interactive chats to E-mails or receiving information from mobile devices. But will channel shifting really cause call volume to drop?

Local Government Call Center Metrics

PTI presented this webinar on February 8, 2012 with partners ICMA and AGCCE.

What should your local government call center be tracking and what is the best way to do it? Is average talk time an important measurement? What does your abandon rate tell you? And what can aux time versus unavailable time tell you?

Shared Services: The San Carlos, CA Experience

PTI and NLC presented this webinar March 29, 2012.

Facing serious budget constraints including an annual $3.5 Million structural deficit, the elected and appointed leaders of the City of San Carlos, CA, changed the way that Police, Fire, Parks Maintenance and Recreation services are delivered to their residents and businesses.

The "budget challenges" program successfully emphasized preserving or increasing the level and quality of services in each area while reducing costs.

Technology Forecast 2012: What State and Local Government Technology Officials Can Expect

PTI and NASCIO presented this webinar on January 19, 2012.

The webinar reviewed the state and local government technology landscape for 2012.

State of the States 2012
IT Technology Priorities, Issues and Trends
Doug Robinson, NASCIO Executive Director

The State of Cities and Counties
Information Technology Issues and Trends
Dr. Alan R. Shark, PTI Executive Director
Play or download this webinar

01-19-2012 Send a link Topics: 2012 Events Print version

Los Angeles County Location Management System

PTI presented this webinar January 12, 2012.

The County of Los Angeles Geographic Information Systems (GIS) Program has developed a single, comprehensive geographic database of locations countywide.

A web-based Location Management System provides a single place to maintain this information. Agencies and the public will access it through all of the applications and maps that the County develops.