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INTRODUCTION
On February 19, 1997, the Federal Communications Commission (FCC)
announced the reservation of the 3-1-1 number to be used as a
nationwide, non-emergency, abbreviated number for citizens to dial to
contact their municipal government. A main objective of this effort is
to off load the 911 system from the daily non-emergency calls they
recieve.The plan allows only one 3-1-1 number to be assigned to a
jurisdiction such as a county area. At the City of Miami's Commission
Meeting on May 27,2004, the city entered into an inter-local agreement
with Miami-Dade County to implement a single -consolidated
County/City-wide 3-1-1 Call Center that will provide citizens with a
simplified way to access County and City information and services.
DESCRIPTION OF 3-1-1
The City of Miami has teamed up with Miami-Dade County to provide a
jointly operated non-emergency service to its citizens.3-1-1 call center
is designed to provide citizens with one telephone number that provides
assistance with the most commonly asked questions and services to its
residents. Rather than being transferred from one department to
another, citizens will be able to call 3-1-1 to receive information and
/or request action to be taken.
GOAL of 3-1-1
To provide excellent customer service to the citizens of the City of
Miami and Miami-Dade County by providing accurate information on the
first call, eliminating confusion on who to call for what while saving
tax payers money by operating in a single consolidated center.
THE PROCESS
When a citizen dials 3-1-1 their call is routed to one of the
representatives at the call center. The software establishes what
municipality they are calling from and who provides the service they
requested along with all of the procedures for that municipality. The
representative will require the address the citizen is inquiring about
to make this determination. This system will reduce confusion and the
current process of being transferred from one department to another,
thus saving time and taxpayer's money.
The 3-1-1 representative will be able to assist the citizen by either
:(1) answering questions about a specific service provided by the city
(i.e. What day is my garbage picked up in my area ?) or (2) By
generating an electronic work request to the appropriate department for
completion (i.e. street flooding) and providing the citizen with a
tracking number to follow up on the request. Once the work is performed
the department closes the work order. At any time during the process
that citizen can follow up on the status of their request by simply
calling 3-1-1 and providing their tracking number to the representative.
Also all 4-1-1 directory assistance agencies now provide the 311 number
to all request for general information on the City of Miami.
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