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Application in Mid-Sized Cities: 311 and chattanoogaRESULTS Bringing 311 to Chattanooga: Background Chattanooga is Tennessee’s 4 th largest city with population of 155,000 Governed by popularly elected Mayor and nine member City Council

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Application in mid sized cities 311 and chattanoogaresults l.jpg

Application in Mid-Sized Cities: 311 and chattanoogaRESULTS


Bringing 311 to chattanooga background l.jpg
Bringing 311 to Chattanooga: Background

  • Chattanooga is Tennessee’s 4th largest city with population of 155,000

  • Governed by popularly elected Mayor and nine member City Council

  • $145 million General Fund budget and approximately 2,500 employees

  • City is responsible for delivery of most essential services, but jails and schools are county responsibility

  • In 2001, voters elect Bob Corker as Mayor. Corker was successful businessman who had been State Finance & Administration Commissioner

  • New Mayor Confronts Two Problems: Citizen Access to Government and Accountability for Departmental Performance


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Implementing 311 and chattanoogaRESULTS

  • Chattanooga decides to proceed with Baltimore model of 311 and CITISTAT-like system of performance measurement

  • Critical issues:

    • Cost

    • Staffing and structure

    • Change management

  • Early Decisions:

    • No Police or Fire non-emergency calls

    • No IVR

    • Contract out

    • Integration of 311 and Performance Review management


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Chattanooga Timeline

  • February 2002: RFP for One Call Center and advertisement for Performance Audit Manager

  • May 2002: State of the City address

  • July 2002: Office of Performance Review (OPR)

  • August 2002: Motorola contract

  • September - December 2002: Configuration and staffing

  • January 2003: Training

  • February 2003: Phase in and launch

  • March 2003: Advertisement


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Customer Service Impact

  • 311 has redefined City Government

  • 24/7 access (via phone and web) and Call Center is staffed 8 a.m. – 6 p.m. on weekdays with 7 staff

  • 311 has ended “blue pages roulette”

  • 311 handles up to 15,000 calls per month – 140,235 calls since 3/1/03 with 50% generating service requests

  • Top ten service requests – trash flash, missed garbage pickup, litter, overgrowth, abandoned vehicles, stormwater – account for 60% of total

  • Customer surveys reveal high level of satisfaction with how 311 staff handle problems and courtesy


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chattanoogaRESULTS

  • Performance review was an important part of the rationale for 311 implementation

  • City Budget staff are now responsible for management review as well – Management and Budget Analysis

  • Summer 2003: Identify 100 indicators citywide

  • October 2003: Launch of chattanoogaRESULTS and monthly meetings with Mayor and senior staff

  • 311 data plays critical role in determining “what counts” and counting it


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