Effective Technology and Management for Citizen Call Centers

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.

Unfortunately, much of the potential of call centers remains untapped. In some cases, this is due to poor implementation strategies as well as confusion surrounding the different roles and responsibilities of key stakeholders.

To foster understanding, PTI presents Effective Technology and Management Practices for the Development and Implementation of Citizen Call Centers.

This guide provides an overview of the implementation strategies - and results - of five local governments and agencies: Corpus Christi, Texas; Greensboro, North Carolina; Kansas City, Missouri; New York, New York; and the New York City Housing Authority.

Effective Technology and Management Practices for the Development and Implementation of Citizen Call Centers was developed as part of PTI’s Citizen-Engaged Community Designation program. This program encourages 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.

In addition to the release of this guide, PTI will present a webinar on Thursday, December 11, 2008 that will examine in greater detail the concept of the citizen-engaged community.

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11-04-2008     Send a link     Citizen Engagement     Print version