City of Buffalo’s modern digital 311 call center operation featured in nationwide publication

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Tue, May tenth 2022 04:30 pm

The City of Buffalo’s profitable use of a digital 311 call center has as soon as once more obtained nationwide consideration.

The present challenge of StateTech journal options the innovation of town’s Division of Citizen Services, which quickly established a distant 311 call center in 2020 when the coronavirus pandemic compelled the closure of Buffalo City Hall.

The publication additionally reported town’s choice to proceed utilizing a digital mannequin to answer the non-emergency wants of Buffalo residents.

Mayor Byron Brown tasked Oswaldo Mestre Jr., director of Buffalo’s Division of Citizen Services, to search out an instantaneous resolution to maintain town’s 311 call center up and working when COVID-19 abruptly compelled the center’s employees to work at home.

Mestre defined how he labored with the University at Buffalo to undertake a Cisco Webex contact center resolution to arrange the distant center inside 48 hours.

The Buffalo 311 call center continues to function nearly at this time, and Mestre mentioned its monitor file of success will pave the best way for it to proceed working nearly sooner or later.

“To be quite honest, I think this is the new normal,” Mestre mentioned. “There is an expectation that the call center would be there all the time. We must always be available to provide information and to process service requests, and also to push information back out to residents, and our virtual model is doing that seamlessly.”

In Brown’s advisable 2022-23 funds, he proposes investing $1.5 million for a brand new buyer administration system (CRM) to additional enhance 311 call center operations.

StateTech journal explores expertise points that state and native authorities IT leaders and staff face once they’re evaluating and implementing service options. Buffalo’s digital 311 call center has earned a number of innovation awards and has been featured in a number of IT and authorities publications.

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