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CLIENT CASE STUDY


New York City 311: Public service call center solution

With Accenture’s help, the city of New York implemented a public service call center solution, NYC 311, to provide optimal customer services for residents.

Overview

As the biggest and most populated city in the United States, New York has one of the nation’s largest and most complex city governments. More than 350,000 city employees and more than 120 agencies, offices and organizations offer nearly 4,000 different services to 8.3 million residents.

Working closely with the city’s Department of Information Technology and Telecommunication (DoITT) and the Mayor’s Office of Operations, Accenture led multiple teams to quickly and efficiently build and launch the new Customer Service Center and 311 hotline.

Opportunity

When Michael Bloomberg became mayor, one of his priorities was to offer New Yorkers an improved level of government service, including systems and processes through which residents could easily interact with city agencies to receive information, file complaints and resolve issues. As it was, customers looking for government assistance were confronted with more than 4,000 entries on 11 pages of the NYC telephone book, and more than 40 resource-intensive call centers were required to direct inquiries to the right city offices.

The Mayor envisioned a high-performance, centralized, all-purpose call facility, accessible through the simple-to-remember 311 phone number that would be answered by a live operator who would quickly direct callers to the information or resources they needed, anytime of the day or night. This single, integrated communication channel would manage all of the city’s nonemergency service and information requests.

Solution

Working closely with the city’s Department of Information Technology and Telecommunication (DoITT) and the Mayor’s Office of Operations, Accenture led multiple teams to efficiently build and launch the new Customer Service Center and 311 hotline. Unlike many technology projects, NYC 311 was about fundamentally transforming the way in which the city operates. The integrated 311 solution provides a single point of entry to city government for all residents, visitors and businesses and is evidence of the city’s leadership in managing change while implementing solutions for high performance.

Results

With Accenture’s help, the city of New York has applied best practices in customer relationship management to transform service delivery and, ultimately, achieve high performance.

The results are clear:

  • The center represents nearly 300 city, state and federal agencies that offer nearly 4,000 services.

  • More than 400 call center representatives answer calls 24x7x365.

  • Information is available in 170 languages, from Amharic to Zulu.

  • On an average weekday, more than 60,000 customers dial 311, and the majority of calls are handled in four minutes or less.

  • Visits to 311 Online, launched in 2009, total nearly 7 million and more than 300,000 text sessions have been supported since 2011.

  • 85 percent of calls are answered in 30 seconds or less, with an average answer speed of 30 seconds.

  • A full 85 percent of 311 callers have their inquiry resolved during their initial call.

  • The NYPD is better informed about citizen quality of life issues or complaints.

  • New York City has saved money from the consolidation of agency call centers and expects to save millions more over the long term.