311 One-Call Resolution

Time magazine has called it “urban reform at its most elegant” and, for many communities, 311 One-Call Resolution has revolutionized the way the public sector serves its customers. From a vast and confusing array of phone numbers and addresses to a single point of contact accessible by phone, Internet, or in person, citizens can now receive the service they deserve while government improves the efficiency and effectiveness of delivering that service.

The key to a successful 311 implementation is understanding the importance of a holistic approach that incorporates the right technology with organizational change and enhanced business practices. By leveraging existing technology and investing in organizational and practice improvement, cities can respond quickly to citizen requests, improve internal and external communication, and reduce costs.