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ping2guo3
Mueller Community

Posts: 24
Joined on August 20th, 2008
3-1-1
by ping2guo3 on November 7th, 2012

Carol Gibbs of the City of Austin is gathering information on experiences with 3-1-1. I will paste her email to ANC below and ask that you respond directly to her if you have something to say about the subject. Thanks, Jp

"I am working with the Managers of the 3-1-1 Call Center (NOT the APD Non-Emergency folks, but the front-line 3-1-1 call-takers) on improving their over-all Customer Service as well that of the departments they route the Service Requests to. I would like to have a good collection of experiences by the end of this month (November), but will welcome (and share) it whenever it arrives!

I’ve shared with the 3-1-1 Managers a few of my own frustrating experiences with calls I’ve made to 3-1-1, and mentioned those I’ve heard about from others. They are very interested in knowing about some of the “challenges” that have caused folks to lose faith in the service, or to think it’s not worth calling 3-1-1 in the first place (like departments disagreeing on who should address an issue, not getting a call-back even when specifically requested, etc.). They’ve asked me to collect more examples and opinions, and I’m wondering if you guys can help me do that.

The more specifics we can get, the better (date, time, Ticket #, general issue) -- but we don’t need narratives about the experiences. Just what was reported, and what did/didn’t happen in response. If there was an issue with something that was filed as an online 3-1-1 Service Request, rather than a phone call, please identify it as such.

To get you started thinking, here is what we anticipate learning:

· Gaps in the 3-1-1 operators’ “scripts”, which may cause a Service Requests to fall between the cracks because they didn’t gather enough info to properly refer it.

· Opportunities to work with the various departments that are assigned the 3-1-1 Service Requests, to improve the response that the customer receives. 3-1-1 is just a conduit between the citizen and the responsible department – so when a department doesn’t respond to a Service Request assigned to them, 3-1-1 doesn’t know about it until/unless the customer calls back to follow-up.

· Opportunities for improving the interaction with APD Non-Emergency (which some folks also refer to as “311”, and they’d like to minimize the confusion when trying to trace a 3-1-1 call that was routed to APD).

· More that we haven’t even realized yet?


I am very encouraged by the 3-1-1 Managers’ willingness to hear where the City can improve our customer service. Now I just need some of those customers (you and your neighbors) to share some of your “opportunities”.

You are welcome to just forward this as-is, with my phone # below - to your email groups, or to individuals whom you know have had frustrations that they might be willing to share. Or feel free to boil it down – I know I can be verbose! Just please do communicate the end-of-November “deadline” for responding.

Thanks in advance.

Carol

Carol Gibbs, Neighborhood Advisor
City of Austin Planning & Development Review Dept.
505 Barton Springs Rd., 5th floor
512-974-7219
 
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ping2guo3
Mueller Community

Posts: 24
Joined on August 20th, 2008
3-1-1
by ping2guo3 on November 8th, 2012

Carol's email address: Carol.Gibbs@ci.austin.tx.us
 
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ping2guo3
Mueller Community

Posts: 24
Joined on August 20th, 2008
3-1-1
by ping2guo3 on November 8th, 2012

Thanks to Ashley for seeing that I called up Carol's old address from my directory, which may still work. What definitely will work is Carol's new address: Carol.Gibbs@austintexas.gov
 
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