Choosing the Right 311 Solution: Part 3
A Comprehensive Guide

Welcome to the third installment in our four-part series on choosing the right 311 solution. In our first two posts, we mentioned analysis a few times.  Today we are going to turn it around and consider what it is that defines 311 ‘Success’ for your community.  After this step, you may want to go back and look at your analysis metrics again in a new light.

The two most common areas that local governments consider are Citizen Satisfaction and Cost-effectiveness.

1. Citizen Satisfaction 

Citizen satisfaction is a primary indicator of a successful 311 solution. To gauge this, consider the following metrics:

• Resolution Time: The total time taken to resolve an issue. Shorter resolution times are often correlated with higher citizen satisfaction, as problems are addressed swiftly.
• Resolution Rate: The percentage of issues resolved on the first contact. A high resolution rate indicates that the system is effective in addressing citizen concerns promptly.
• Response Time: The time taken to acknowledge a citizen’s request. Faster response times can lead to higher satisfaction as citizens feel their concerns are being prioritized.

2. Cost-effectiveness  

Another critical aspect of a successful 311 solution is its cost-effectiveness. This can be evaluated by examining:

• Automated Channels: The ability to drive more incidents to automated channels like chatbots or virtual assistants. These technologies can handle routine inquiries efficiently, reducing the burden on human operators and lowering operational costs.
• Self-help Functionality: Providing citizens with self-help options can empower them to resolve issues independently. This not only enhances user experience but also reduces the volume of direct interactions, leading to cost savings.

Additional Ways to Define ‘Success’ for a 311 Solution

Beyond citizen satisfaction and cost-effectiveness, it is worth considering some additional ways to define success:

1. Operational Efficiency

• Call Handling Efficiency: Measure the number of calls handled per operator and the percentage of calls resolved without escalation.
• System Uptime: Track the reliability and availability of the 311 system. High uptime ensures that citizens can always access services when needed.

2. Community Engagement

• Usage Rates: Monitor the adoption and usage rates of the 311 system by citizens. Higher usage rates indicate that the system is well-received and trusted by the community. Measure the usages rates for each ‘channel’ (live operator vs. virtual assistant vs. web submissions etc.)

3. Service Quality

• Accuracy of Information: Ensure that the information provided through the 311 system is accurate and up-to-date. This can be measured by tracking the number of corrections or updates needed.
• Consistency Across Channels: Evaluate the consistency of service quality across different channels (phone, web, mobile app). Consistent service ensures a uniform experience for all users.

4. Employee Satisfaction

• Staff Training and Development: Measure the effectiveness of training programs for 311 operators. Well-trained staff can handle inquiries more efficiently and provide better service.
• Employee Retention Rates: High retention rates can indicate a positive work environment and job satisfaction among 311 staff.

5. Technological Advancements

• Integration with Other Systems: Assess how well the 311 solution integrates with other municipal systems (e.g., GIS, CRM). Seamless integration can enhance data sharing and operational efficiency.
• Innovation and Upgrades: Track the implementation of new features and technological upgrades. Staying current with technology can improve service delivery and user experience.