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Application in Mid-Sized Cities: 311 and chattanoogaRESULTS PowerPoint Presentation
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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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Presentation Transcript
bringing 311 to chattanooga background
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
implementing 311 and chattanoogaresults
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
chattanooga timeline
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
customer service impact
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
chattanoogaresults
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