311 Customer Service Center

"Making it easy to get GREAT service from Orange County"

Orange County 311 Customer Service Center

Prepared for: Orange County Board of Supervisors

April 1, 2008

CEO Chief Information Office ? ASR 08-000457

"Making it easy to get GREAT service from Orange County"

311 Discussion Topics

Topic History of 311 311 Today Published 311 Benefits 311 Miami-Dade County, FL 311 New York City, NY 311 Houston, TX 311 San Francisco, CA What Makes OC a 311 Candidate? Confirm that 311 is Right for OC Response to 3/11/08 Board Discussion

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CEO Chief Information Office ? ASR 08-000457

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"Making it easy to get GREAT service from Orange County"

History of 311

? Initiated in 1996 by the U.S. Dept of Justice, COPS* f 911 use reached a magnitude that required national attention f Estimated 50%-90% of 911 calls were non-emergency** f Requested FCC reserve 3-1-1 as a non-emergency hotline

? 311 was approved by the FCC In 1997 f Reserved as a national toll-free number for non-emergency calls

? COPS has awarded $6m in grants to implement 311 Systems f 1996 Baltimore (Maryland) PD launched first 311 pilot in country f Baltimore experienced immediate success in offloading 911 f Success of pilot continued grant funding through 2003

*COPS: Community Oriented Policing Services

**U.S. News and World Report (June 1996)

CEO Chief Information Office ? ASR 08-000457

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"Making it easy to get GREAT service from Orange County"

311 Today

? 311 naturally evolved as a public service access tool f Local non-emergency gov't services reached by dialing 311 f Provide information, initiate work request, direct calls f Multiple channels: phone, self-help web, walk-in, fax f Divert non-emergency calls from 911 f Provide 911 backup support including disaster call handling

? Implemented in over 47 cities and/or counties

CEO Chief Information Office ? ASR 08-000457

, updated 3/4/08

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"Making it easy to get GREAT service from Orange County"

Published 311 Benefits

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CEO Chief Information Office ? ASR 08-000457

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