Looking to improve agency customer service? The City of Fountains provides great case studies that showcase an impressive transformation.
The city has modified a map-based, GIS tool to help it coordinate all public safety operations during the large-scale event and beyond.
“We forget it’s the person whose trash we’re picking up who is the one who puts us in office,” says Provo, Utah, Mayor John Curtis.
Effective public engagement is crucial to reducing citizen call volumes.
The Mile High City has been seeking a unified, cost-saving IT strategy since 2005.
Sidestepping City Hall, some ward representatives are responding to service requests via Romulus, a new a new customer relationship management system.
The stats program in Somerville, Massachusetts, is modeled after one of the earliest—Baltimore’s—with the knowledge that, sometimes, less is more.
It’s no longer every call center operator for themselves.
Mayor Rahm Emanuel wants to privatize the popular yet costly non-emergency government hotline the city pioneered.
Neighbors call about noise and blocked driveways most frequently in zones between racially homogenous parts of New York City.
The municipality formerly known as “Slumerville” has gone from a “basketcase,” in one lecturer’s words, to being well run.
Rosetta Lue, the city’s chief customer service officer, says “there is a change that’s happening across government from local up to the federal level where we’re all trying to improve that experience.”
Sign up for our daily newsletter: