CRM T23484 Pre-bid Presentation

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over 18 Million Served
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3-1-1 Houston Service Helpline
T. Ray Taylor Division Manager - SR
Configuration Manager

• Call Center Environment
• Mission-critical Service Requests (SR)
• Frequently Answered Questions (FAQs)

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3-1-1 Helpline Call Center

• Third-generation call center integrating
  telephone caller-ID, data, E-mail, fax

• Genesys Computer-Telephone Integration (CTI)
• Multiple Queues route caller ancillary data
• Display caller profile history on call-taker
  workstation (screen pop)
• Avaya Integrated Voice Response (IVR)
• Speech recognition menu provides language-based
  routing for Spanish Hard-of-Hearing
• Announces estimated wait time always helpful,
  and critical during disasters

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3-1-1 Helpline Call Center

• Symon electronic wall-signs flash changing
  conditions hot topics
• NICE digitally records all conversations
• Quality Assurance
• Open Records requests
• Legal investigations
• NXi Telecommunication Device for the Deaf (TDD)
  integrated into call-taker PCs

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Multiple Inbound Channels
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3-1-1 Helpline Call Center

• UNiSYS Corp customized the Service Center
  Application Desktop (SCAD)
• Agent Status Login, Logout, Ready, After-Call
  Work, Not ready, Hold, Transfer, etc
• Soft phone accommodates keyboard, mouse, or
  hard-phone dialing
• Transaction Outcomes, notes, comments
• Detailed reports of call duration disposition
• Integrated Frequently Called Numbers
• One-click transfer to 9-1-1
• Direct tie line for Emergency calls

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Customer Service Requests

• The Service Request process is Mission-Critical
  to the City of Houston

• With every call, we assure easy assess to
  municipal government and deliver excellent
  service to our citizens.
• Service Requests are the primary building blocks
  that bridge citizens to City Departments

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Customer Service Requests

• Customer Service Request (CSR) system by Motorola

• About 300 Types of Requests collect all info
  needed for the responsible group to begin work
• Together, Helpline and departments translate each
  business process into an SR Type
• Some department Groups are empowered to configure
  update the SRs that they own
• About 100 SR Types are web-enabled
• Some SR Types cross a data interface to
  specialized external systems

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Customer Service Requests

• Standardize intake of complex issues
• Integrated GIS will Validate Address eligibility
• Detect flag duplicate mask, if necessary
• Flexible questions/notes help call-takers
  interview callers, like scripting
• Answers fill-in-the-blank or pick--click list
• Customize alerts per the answer chosen
• Record Customer Name contact info
• Business, home, phone, cell, fax, e-mail, etc
• Save Name records to reuse for repeat callers
• Attach Image files picture or scan

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Auto-route to work group
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SR Resolution

• Work interval configured per SR Type
• CSR monitors countdown-to-Overdue clock
• End Users search for Accept their New SRs
• Activities a list of normal work steps
• Pre-configured Due Dates set the work pace
• Users may adjust target dates on-the-fly
• Outcomes all possible results of a task
• Choice of Outcome may auto-insert the next
  logical Activity
• Insert Activities, add detailed notes, attach
  Images, eventually change Status to Closed

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SR Resolution

• Users may only modify SRs their Group owns
• If Query, other Groups SRs are read-only
• Elected Officials staff may view virtually all
• SR Types that cross an Interface often require
  special report procedures to view details
• Most Users may Query, print reports, and run
  Statistical jobs
• CSR contains nearly 3 Million SRs A single,
  shared asset spanning 2001 to now

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Frequently Answered Questions

• Departments compiled questions their callers
  frequently ask, and the correct answers for which
  they are responsible
• CSR Information Reference 2,200 Answers
• About 15MB 1,300 pages
• Departments own maintain their Answers
• Pre-loaded Topics activate per calendar
• Obsolete Topics disappear per expiration date
• 3-1-1 staff relay answers for Departments
• 3-1-1 Helpline resolves 78 of calls by providing
  specific information from shared databases
  without transfer, SR, or follow-up

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FY09 Transactions per Client
Distribution of Service Transactions
Municipal Courts
Solid Waste
Public Works Engineering
6
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39
Utilities Maintenance
12
Traffic
2
Water Customer Service
2
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Right of Way
1
22
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PWE General
Police, Neighborhood Protection
General Services Parking
Health Air Quality
Parks Recreation
All Other Issues
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The National Model

• 3-1-1 Houston Service Helpline sets the benchmark
  for municipal customer service
• Effectiveness convinces municipalities to follow
  the Houston template
• Experiences, advice, and tours help many cities
  that plan to implement 3-1-1

• Baltimore, MD
• Los Angeles, CA
• Sendai, Japan
• Lafayette City-Parish, LA
• Vancouver, Canada
• Edmonton, Canada

• Oakland, CA
• Dayton, OH
• Columbus, OH
• Seattle, WA
• Miami-Dade, FL
• Chattanooga, TN
• Dekalb, Georgia

• Austin, TX
• El Paso, TX
• Olathe, KS
• Kansas City, MO
• Nashville, TN
• Denver, Colorado
• Beijing, China

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Questions?
Answers!