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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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one source for city services

One Source for City Services

NextGen 311

August 2014

drive from a strong vision
Drive from a Strong Vision

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.

build a high performing team
Build a High Performing Team

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

create a culture of accountability
Create a Culture of Accountability

Our motto for ATL311 is

“We are 311: Accountable, Responsive and Efficient”

  • Siebel, public sector solution will manage to the customer experience, thus allowing our City Departments to focus on their core operational competencies, service delivery
    • Improved responsiveness - every call and request is tracked
    • Real-time integration with Geographic Information Systems (GIS)
    • Real-time business intelligence (BI) reporting
embrace technology
Embrace Technology
  • ATL311’s customer relationship management solution includes significant advanced technology design elements, including:
    • Capturing and integrating content across the enterprise, including GIS, work order management systems and VoIP telephony, allowing for “big data” performance analytics
    • Becoming the first city to launch a multi-channel 311 concurrently – including call center & smart portal due to a flexible design that delivers all channels via one platform
    • Becoming the first major municipal 311 implementation hosted in the cloud, creating significant technology management efficiencies and positioning the solution for future scalability and replicability for other municipalities
innovate with the public
Innovate with the Public

Beta launched smart portal in March 2014, giving the public advance notice of the hard launch, requested feedback on the usability,

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

customer centric model
Customer Centric Model


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.

“One-Stop” Shopping

ATL311 Customer Service Center

Call Types

General Information (GI)

Referral (REF)

Service Request (SR)

Compliments, Comments

& Complaints (CCC)

conceptual model
Conceptual Model





Customer Service

Center (CSC)








Business Intelligence (BI)


tech stack
Tech Stack

Oracle CX Cloud

On Premise