Presenting the 2012-2014 Citizen Engaged Communities
Public Technology Institute is pleased to announce the city and county governments designated as Citizen-Engaged Communities for 2012–2014.
PTI created this annual designation program to recognize excellence in multi-channel contact centers and best practices for the use of Citizen Relationship/Records Management (CRM) systems, 311 services, web portal technology, telephony systems and mobile communications infrastructure.
Highlights of 2012–2014 Designated Communities
For 2012, the number of submissions doubled from last year’s application process, with an increase in the number of entries for all population categories. The diversity of contact centers is reflected in the applications, with the number of call agents ranging from two to over 50, and call volume ranging from 50,000 per year to over 18 million calls per year.
All designated communities use a variety of technology tools for citizen feedback, with the most common being telephone, organizational and online surveys. All of the designees are using at least six different self-service communication channels, such as online service requests, interactive IVR and mobile apps.
Almost all designees utilize a centralized knowledge base and have written contact center technology plans. The designees track an average of 10 different performance metrics. For designated contact centers, the average customer call wait time is 50 seconds and the average cost per call is $3.52.
Some of the future areas of focus for designated communities are expanding mobile and social media tools, maintaining staffing and high performance levels with ongoing budget constraints and continuing to use technology to better serve the public.
Background on the Citizen-Engaged Communities Designation Program
Government contact centers have become the face of government to the public. 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 multiple channels, empower citizens by enabling direct interaction, and then demonstrate accountability through performance reporting, not just for calls but also for service delivery.
Local governments are invited to apply for designation each year. All applications are reviewed and scored using metrics and standards developed by PTI in three key areas for multi-channel contact centers:
- Citizen Participation Processes (information, service requests, complaints, interactive business applications and forms, surveys, focus groups, suggestions, chats)
- Integrated Communication Channels and Technology (contact center, self-service Web and automated phone systems, walk-ins, neighborhood stations, contact center linkage with service departments, mobile citizens and mobile crews, 311, CRM, Web 2.0 applications, 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)
2012-2014 Designated Citizen-Engaged Communities
City/County Population: Up to 75,000
City/County Population: 75,001-150,000
Ann Arbor, Michigan
Hamilton Township, New Jersey
City/County Population: 150,001-300,000
Buffalo, New York
Corpus Christi, Texas
Leon County, Florida
Winston-Salem, North Carolina
City/County Population: 300,001 or more
City of Charlotte and Mecklenburg County, North Carolina
City and County of Denver, Colorado
Miami-Dade County, Florida
Montgomery County, Maryland
New York, New York
Orange County, Florida
San Francisco, California