311 System - Customer Replacement
 311 System - Customer
Request Management System
Replacement
Dallas City Council
October 18, 2017
William Finch, CIO
Communication & Information Services
Margaret Wright, Managing Director
311 Customer Service Center
City of Dallas
Presentation Overview
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Background/History
Procurement Process
Screen Shots
Implementation Plan
Next Steps
2
Government Performance & Financial Management
Background/History
? Customer Request Management System =
CRM System
? Documents, routes and tracks 400,000
service requests annually for 311 nonemergency services received by phone,
online, or via app
? Current software (Motorola) in use since
2002
3
Government Performance & Financial Management
Background/History, cont¡¯d
? 311 Customer Service Center
? Open 24/7/365
? Handles over 1 million calls per year (311, Water
Customer Service, Court Services)
? Dispatches urgent calls for field services for 6
departments
? CRM system administration
? Configures, routes and reports on 400+ service
request types handled by 38 City departments
? GIS mapping of service requests
Government Performance & Financial Management
4
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