3-1-1 Call System



3-1-1 Call System

Introduction

Denver's 3-1-1 non-emergency call system comprises nine telephone lines and uses a Nortel DMS 100 Intelligent Call Processing distribution switch. The City estimates the 3-1-1 system cost approximately $1.3 million to implement, including the cost of public education campaigns, hardware, software, and training. Incoming 3-1-1 calls are handled by limited duty sworn officers who undergo a one-day orientation, three-day training program, and two weeks on-the-job training. (Sparrow, 2008)

The Purpose Of The Study

This paper discusses the 3-1-1 call system implementation and the lesson learned from that. A special case study of Denver call center has been applied.

Research Questions

 This project will address the following questions:

What are the critical issues for the next wave of implementation?

What are the key issues for implementing a new agency for 311 now, compared to the past?

What have been the lessons learned?

What recommendations can be made for the future and to add value to the 311 Call Center in Denver, Colorado?

How can we use a 311 system to assure results and improve governmental efficiencies?

 

Literature Review

Like 911, 311 is easily marketed and remembered. Modern telecommunications systems allow customized configuration of 911/311 call management systems to meet a wide variety of requirements, from alleviating an overloaded 911 system to improving handling of citizens' requests for local services. Calls can be instantly switched between 311 and 911 call centers and other city agencies. Nonemergency 311 call systems can greatly reduce the 911 burden, according to a study sponsored by the National Institute of Justice.2 In its first year of operating a 311 system, the Denver Police Department experienced a 25-percent reduction in 911 calls (about 5,000 fewer calls per week). Lowest priority calls to 911 dropped by 99.7 percent.3 Most of these calls migrated to 311. (Mazerolle, 2001)

Denver citizens readily diverted their nonemergency calls to 311, and the goal of reducing the 911 burden was achieved. (Mazerolle, 2001) But the study also showed that nonemergency 311 systems offer a broader opportunity to police-to craft their response to fit the call. If police administrators and city planners comprehensively reexamine call handling protocols, change patrol dispatch policies, and closely manage patrol officer free time, a 311 system could present a way to significantly improve community policing. (Farmer, 2006)

Denver's 3-1-1 began handling Neighborhood Inspection Services calls directly for the first time. The 3-1-1 call center currently receives about 100 calls per hour.

The 311 system had three goals: (Cawley, 2007)

Better customer service

Greater efficiency

Fewer non-emergency calls to 911

The 311 system is delivering on these goals every day.  The days of sifting through more than 800 listings in the “blue pages” of the phone book are over.  Residents and businesses can now reach a live, knowledgeable person with just one call.  311 agents will route callers where they need to go in the organization or answer questions immediately 55 percent of the time. (Cawley, 2007) 

At the time the evaluation was conducted, 3-1-1 calls entered the system as non-emergency calls and thus were not afforded the security ...