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  • 311: From a Hotline to a Platform for Citizen Engagement

    Tod Newcombe

    June 01, 2017 |

    Government Technology |

    Text |

    1500-3000 Words

    Response Location: United States, Kansas City, Missouri

    Boston's 311 mobile application, launch in 2009, exemplifies the new customer service-oriented era of the citizen service, which allows users to request services, take photos of potholes, and offer data to city planners. Neighboring Somerville, Massachusetts has a successful 311 app of its own, where an analytics team crunches the wealth of data generated by the app service. But Kansas City, Missouri's 311 services are even more developed, and citizens can access the city via the app, clal-in, Twitter, and social media.

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  • The Future of CRM and Customer Service: Look to Boston

    Tod Newcombe

    June 01, 2017 |

    Government Technology |

    Text |

    Under 800 Words

    Response Location: United States, Boston, Massachusetts

    To better serve the Boston community, the city launched a mobile app to address gaps in traditional 311 hotline calls. Now, "nearly 60 percent of service requests come via digital channels" and city officials are better able to "track the city’s performance against a benchmark service-level agreement."

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  • Cloud 311 Popularity Grows as Cities of All Sizes Move to Remotely Hosted CRM

    Tod Newcombe

    June 01, 2017 |

    Government Technology |

    Text |

    1500-3000 Words

    Response Location: United States, Sacramento, California

    Traditional 311 operations can be costly to maintain, so the city of Sacramento implemented cloud CRM in order to cut costs and increase flexibility of operations. While there is still room to expand what is offered, this cloud-based solution does offer the "ability to set up and launch 311 quickly, without the need for IT staff to maintain the servers and networks."

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  • Cities Closely Watching Chicago's Version of a Fitbit

    Tod Newcombe

    November 15, 2016 |

    Governing |

    Text |

    Under 800 Words

    Response Location: United States, Chicago, Illinois

    Already a model for the 'Smart City Trend', Chicago is now continuing its innovative streak by launching an "urban sensing" project, which will gather, analyze and publicize sensory data on the city’s air quality, traffic flow, and hyperlocal weather conditions. These sensors will not only provide the public with immediate and practical information about traffic, air and weather safety, but also guide city planners’ in designing energy efficient infrastructure.

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