311 Call Centers are implemented to establish a “one-stop” phone number for residents and non-residents to contact for all government non-emergency related questions. Implementing a 311 call center provides the community and its stakeholders many benefits including:

• Providing the public with quick and user friendly access to government services;
• Providing management and personnel the tools necessary to ensure timely and satisfactory response to public requests;
• Reducing the points of contact for non-emergency information and services;
• Reducing call volume and resource requirements for the 9-1-1 emergency response system;
• Eliminating multiple and /or redundant automated information systems; and
• Sharing and integrating service related processes and data across the government entity.

RNR Consulting has crafted a thorough methodology to assist clients through 311 Implementations. Our approach walks the client through discovery, strategy development, planning, designing, selecting and implementing and post-implementation.

Sample Case Study:

Montgomery County Government - MC311 Customer Service Management Implementation

*Montgomery County, Maryland's MC311 online and telephone information system received a national technology award for telecommunications and Information Technology from the Public Technology Institute.  Read more from the press release dated March 11, 2011.*