BEYOND ERP: CITIZEN SERVICESLecture 5: PAD 6710

Citizen Relationship Management

• CiRM• Improving citizen orientation

• Better accountability• Customer based approach to government services• Start, maintain and optimize

customer relations

• New Public Management approach

311 Call centers

• Initially envisioned as a means of alleviating 911 congestion

• In 1997, the FCC established the 311 for non-emergency local government services

CiRM: 311 Call Center (Miami-Dade)

The 311 Call Center  

One CallFor all non-emergency service

One AnswerAgents at the 311 Call Center can quickly retrieve information about all County Services from the centralized Knowledge Base Management System.

One TimeThe Miami-Dade County 311 system serves as an agent, providing the service citizens need without transferring the call.

CiRM

Departmental Consolidation in 311 and Portal All 65+ County agencies rolled into 311

Multi-jurisdictional Consolidation

Channel & Technology Consolidation

Size of Call Center 11,000 Square Feet; 120 call specialists; 6 Supervisors

Hours of Operation Monday - Friday 6 am - 10 pm;

Service Requests Types Over 400

311 Call Center Fact SheetCiRM: 311 Call Center (Miami-Dade)

Crowdsourcing

• Collaborative work• Citizen input/ advice into

government services• Expert knowledge vs local

knowledge

• Success factors:• Moderated• Assessed• Organized• Promoted• Rewarded• Managed

Crowdsourcing

Citizen Services• Range of citizen oriented services

• Public Safety, Emergency Management & Corrections

• Health, Social and Human Services• Commerce, Labor and Taxation – Economic, Business, Community and Workforce Development

• Finance and Administration, Human Resources, Licensing and Permitting

• Energy, Environment, Natural Resources, Parks and Agriculture

• Citizen Engagement, Open Government and Online Service Delivery