Webinar Notes: Modern 311 – Engage Citizens and Empower Employees

Webinar Focus (0:44)

  • How a cloud-based 311 solution, powered by TechAir Group, can revolutionize the way public sector engages with their citizens.

 

Resource Speaker (00:56)

  • Callan Faulkner

    • Director of Sales and Account Management at TechAir Group
    • Worked in a variety of industries including retail, healthcare, insurance, technology, and manufacturing.
  • Lauren Lahm

    • Director of Consulting at TechAir Group
    • Oversees the day-to-day operation of TechAir Group including solution delivery, project management, and operations

 

Overview (05:33)

  • TechAir

    • Founded in 2011
    • Microsoft Partner – works with Microsoft Dynamics 365
    • Based in Minneapolis, MN
    • Government focus and experience
    • Mission: To help our clients unlock their fullest potential
  • Microsoft Dynamics 365

    • The platform
    • Works seamlessly with various Microsoft products and solutions

      • Office 365
      • Power BI
      • Cortana Intel
      • Azure IoT
      • Apps
      • Azure

 

  1.  (08:10)
  • What is was 311?

    • 311 was a phone number where citizens can phone in requests for service and information
  • Timeline

    • 1996

      • Lots of 911 calls for non-emergency requests
      • Baltimore employed 311 to take care of it
      • Launched in Chicago by 1997
    • 2003

      • 311 Adapted in New York
    • 2008

      • First 311 app in Connecticut
    • 2009

      • Baltimore reduced call center workforce and created a website
    • 2013

      • Los Angeles 311 app that has a bill paying service
    • 2018

      • Requests for additional functions, services, etc. to make 311 better
  • What has changed since 1996

    • Citizen Attitudes

      • 79% of citizens believe govt. can IMPROVE service levels
      • 75% of citizens expect to complete govt. transactions online
      • Presence of insta-apps created a demand for improved service levels
    • Citizen Behaviors

      • 50% of all search queries are done via mobile
      • 92% customers feel satisfied when they use the live chat feature
      • Of all uses for the phone, making a call ranks 5th
    • Employee Expectations

      • Employees are expecting meaningful and purposeful work
      • Johann Hari- Author of Lost Connections

”It turns out if you have no control over your work, you are far more likely to become stressed – and, crucially, depressed”

  • 63% of the U.S. workforce is “not engaged” in their work; 13% engaged; 24% actively disengaged
  • Through technology, employees are more empowered to make decisions

 

Modern 311 (17:02)

  • Engage Citizens

    • Citizens attitudes and behaviors change, and we, as service providers, must embrace the change to engage them.
    • All Channel Access with an emphasis on:

      • Self Service

        • Get their questions answered without talking to someone or submitting anything
      • Mobility
      • Automated Assistance
      • Personalization

        • Get all accounts to one
        • When you log-in it recognizes your email or phone number and all other information, documentation liked to you
      • Knowledge
  • Empower Employees

    • Mobility

      • Ability to access data anywhere, anytime
    • Automation & Integration

      • Reduce duplication of work
    • Insights & Data

      • Empower them to make decision using available information and insights
    • Productivity

      • Getting rid of multiple minute tasks gives employees more time to focus on things that matter.
    • Give them control over their work!    

 

City of NYC: Modern Example (19:42)

  • NYC 311

    • Components

      • Web/Chat

        • Search bar
        • Categories for the services
      • Twitter/Facebook

        • Engages people
        • Teaches citizens self-service
        • Responds to complaints/concerns
      • Self-Service
      • Big Data (Internal and External)

        • Map
        • Search for categories

 

Demo (21:47)

  • 311 Website Contents (FRONT END VIEW)

    • Search bar option

      • Allows user to search for leads/results to concern/inquiry
      • Enter keyword for search results
    • Submit request form option

      • Allows user to provide necessary information on concern/inquiry
    • Chatbox pop up option
    • Maps option
    • Photo upload option

      • Provide a visual for the concern/inquiry
      • Can be geo-located based on the photo geo-location
    • See existing requests option

      • Status of requests
  • BACK END VIEW

    • 311 System Dashboard Contents

      • See visual representation charts of the reports
      • Export raw data
      • Report/request/task prioritization
      • Existing requests per entry and case details
      • Social pane shows all activities/history (email, call, text, etc.) related to the case
      • Detailed instructions, notes
      • Customer details
      • Issue location on map based on geolocation
      • SLA tracking (service level) per case/per step
      • Create service request and work orders
      • Assign to field service employees
      • Job status
    • 311 Tablet View for Field Service Employees

      • See bookings
      • See job status

        • Traveling
        • Working
        • Completed

 

Poll Questions

  • What is the current experience for your citizens online? (02:27)

    • 19%      Terrible. They must email, call or come in
    • 48%      Okay. They can submit a few things online
    • 33%      Good. There is a portal and/or app but could be improved
    • 0%        Great. There is a portal, app, and can text, chat or social
  • What is the best way to describe your current experience for employees? (02:27)

    • 17%      Paper-based processes and filing cabinets
    • 29%      Lots of spreadsheets and emails
    • 8%        Older applications that need modernization
    • 13%      Newer applications that are disconnected
    • 33%      Newer applications that are connected

 

Resources:

n4a | National Association of Area Agencies on Aging

 

For questions and clarifications, contact:

Callan Faulkner

cfaulkner@techairgroup.com

 

Lauren Lahm

llahm@techairgroup.com

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