One Source for City Services. NextGen 311. August 2014. Drive from a Strong Vision. The City of Atlanta’s customer service vision was established by Mayor Kasim Reed:
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The City of Atlanta’s customer service vision was established by Mayor Kasim Reed:
“All Atlanta residents and visitors should expect and receive best-in-classcustomer service every time they interact with the City.”
City customers’ interactions and expectations have and will continue to change – government’s approach must adapt.
ATL311 will transform how the City provides and delivers customer service.
ATL311 began as part of the Customer Service priority for the Mayor, which began in November 2011 under a grant from Bloomberg Philanthropic
The Innovation Delivery Team planned and incubated the project until July 2013 when ATL311 was established as its own operating unit to implement and launch the ATL311 Program
ATL311 organization reports directly the Chief Operating Officer (COO) within the Mayor’s Office; consists of a Director, Program Management Office and the Customer Service Center, which has consolidated existing City call center operations
Our motto for ATL311 is
“We are 311: Accountable, Responsive and Efficient”
Beta launched smart portal in March 2014, giving the public advance notice of the hard launch, requested feedback on the usability, www.atl311.com
Citizens and customers have the opportunity to interact with and learn the self-service technology in advance of the call center’s formal launch
Create advance marketing “buzz,” engaging citizens in new ways with their civic government AND driving citizens to lower cost channels from the very start
Call: 404-546-0311 or 311
Need to Contact the City?
Triaged Intake: CustomersService Representatives (CSRs) from all Departments have been consolidated to form the CSC, leveraging skills and knowledge to perform Citywide customer service.
ATL311 Customer Service Center
General Information (GI)
Service Request (SR)
& Complaints (CCC)
Business Intelligence (BI)
Oracle CX Cloud