4/12/2023 0 Comments Callcenter analyst![]() The 9-l-l Public Safety Dispatcher personnel generally handle the calls directly or refer the caller to the appropriate agencies or resource. ![]() Examples cited include citizens requesting general information or reporting non-urgent police and fire calls such as potholes, abandoned cars and traffic issues. They also established that approximately 71% of calls received by 9-l -1 Public Safety Operators are non-emergency in nature. The proposal also states that this decentralized approach inhibits the City"s ability to establish a San Francisco enterprise view of customer interactions, implement citizen response standards, optimize city-wide call center resources and evaluate call taker performances. For instance, they note that it is not unusual for the customer to be transferred multiple times without receiving assistance. ![]() Even though DTIS sustains the City"s official website and staffs the main City telephone number, they found that callers are often frustrated with this decentralized approach. Indeed, the City uses a decentralized approach with approximately sixty-three departments using one or more general information telephone numbers. In addition, the City"s Emergency Communications Department (ECD) and Department of Telecommunications and Information Services (DTIS), recently prepared a proposal initiating the process to examine the feasibility of improving customer services and emergency services 4.Īccordingly, this proposal indicated that currently the City does not operate a single point-of-communication for customers requesting non-emergency services and information. It authorizes the Division of Telecommunications of the Department of General Services to, among other things, aid local public agencies in the formulation of concepts, methods, and procedures that will improve the operation of systems that will increase cooperation among public agencies 3. Recently, California Governor Davis signed into law a bill sponsored by Assemblyman Hertzberg requiring local public safety agencies to maintain, in addition to a "911" emergency telephone number, a separate number for nonemergency calls. Hearings were held by the Board to consider cost and effectiveness of 311 non-emergency services in San Francisco 2. These concerns continued into 1998, when non-emergency services (311 system) were examined. The issues have varied from providing a three-second-response time for emergency phone calls and a 45-second response time for non-emergency phone calls. Indeed, the Board of Supervisors examined the possibility of developing a "Good Neighbor" policy for the City and County of San Francisco in response to citizens" needs during and following any emergency or disaster, "as well as to guide the City in the conduct of its everyday, non-emergency operations." The San Francisco Board of Supervisors has been confronting the issue of its response capability to emergency and non-emergency situations for some time 1. Nonetheless, they all identified cost savings and recognized customer service improvements since implementing their call centers. The average age of these centers is 16 months. We discovered that all the jurisdictions surveyed had center start up costs from $313, 000 in New Orleans, to $5 million in Chicago. Specifically, we looked at 4 jurisdictions: New Orleans, Chicago, Baltimore, and, San Jose. Our office conducted an analysis of how other jurisdictions determine and implement their Call Centers. A motion (introduced by Supervisor Leno) requesting the Office of the Legislative Analyst (OLA) to research the City of New Orleans Public Works Call Center Service Request program to allow city residents to report potholes, abandoned vehicles, traffic light outages, sign damaged needs and repairs and research the feasibility of a joint online reporting system for the San Francisco Department of Public Works and Department of Parking and Traffic.
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