Cities began setting up nonemergency call centers to offload calls for services from emergency systems. These systems have developed to multimodal resident engagement and operational tools for cities.
Goals and Objectives
To collect information on nonemergency issues directly from the public via a variety of methods such as mobile apps, social media, texting, as well as phone calls, to respond to calls for services in an efficient manner, improve customer service, and provide proactive information to residents. A key goal is to provide more services online and via other means than more expensive call centers.
Call/contact centers, web self-service, social media, text services, mobile apps, work order systems, and field workers’ apps and devices
Use Case Summary
Next-gen nonemergency services enable the public to interact with the city via web self-service, mobile apps, social media sites, email, chat, text, and phone to proactively report issues and make services requests. In addition, cities can personalize mass communications to residents, alerting them via to issues that affect daily life such as trash pickup and school closings.