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FIND SERVICES
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DENVER 311: YEAR ONE SUCCESS
311 Improves Customer Service and Safety for the City and County of Denver
 Celebrating its one-year anniversary, the Denver 311 Customer Service Center has answered questions posed from more than 460,000 calls and e-mails, as well as responded to 3,100 inquiries through the online self-service since July 7, 2006. “While it was a very busy first year, it gave us the opportunity to fully test the new 311 system – the snow storms and freezing temperatures, the damage to our streets, and the incredible interest in Denver’s recycling program,” said Denver Mayor John Hickenlooper. “There’s nothing better than stress testing a system and making corrections immediately to ensure the program meets our long-term expectations.” The 311 system had three goals: Better customer serviceGreater efficiency Fewer non-emergency calls to 911The 311 system is delivering on these goals every day. The days of sifting through more than 800 listings in the “blue pages” of the phone book are over. Residents and businesses can now reach a live, knowledgeable person with just one call. 311 agents will route callers where they need to go in the organization or answer questions immediately 55 percent of the time. The center is exceeding some of its established goals, most importantly achieving a customer service rating of 92 percent, which is higher than the original goal of 90 percent. Further, the center has, in essence, expanded the hours of City operations by being open from 6 a.m. to 11 p.m., helping people get answers outside normal hours of operation. By answering more than 460,000 inquiries a year, 311 is helping the rest of the City agencies focus on delivering better and more efficient services. Agencies have been able to re-deploy those positions who typically were answering the phone to other duties in the organization. The number of non-emergency calls to 911 has been reduced by 2.3 percent and is on its way to reach the goal of a 5-10 percent reduction in 911 non-emergency calls (a reduction of approximately 6,000 to 12,000 calls per month). “Our efforts to improve service delivery won’t stop. We are currently looking at how the online self-service site can better serve customers, and we continue to find ways to improve,” said Mike Major, Director of 311 Operations. “For instance, through 311 the City of Denver noticed how calls spike with each city holiday that alters trash and recycling pickup. We looked into costs and benefits, and now d ecided to have pickup Monday through Friday for some of our city holidays, at no increase in cost, but hopefully greater customer satisfaction.” “How many places allow you to get the range of information 311 provides? You can call about trash pick up (more than 22,500 of you did this in the last year), report a pothole (almost 6,000 did this), and get information on getting a marriage license or marriage legal processes (5,500 did this). Now, we can’t ensure your marriage is blissful, but you can get all the information you need in one call or e-mail,” said Mayor Hickenlooper. Slightly below the average 311 costs of other cities/jurisdictions with similar programs in North America, cost per call for Denver 311 continues to decrease as citizen awareness increases, the number of calls increases and the 311 agents begin working at full capacity. From January to May 2007, 311’s cost per call is $2.29, significantly lower than the 311 national average of $4.47. This includes multiple costs, from labor to logistics, supplies to technology. More than just a phone number, constituents can reach the 311 Customer Service Center multiple ways and in multiple languages. In addition to dialing 311 in Denver to access to City Services, customers can access the information through Denver’s Web site ( http://www.denvergov.org/311) or e-mail ( 311@ denvergov.org). Additionally, constituents can walk into the 311 Call Center at the Wellington E. Webb Municipal Office Building to speak to a 311 agent in person. Open from 6 a.m. to 11 p.m. every day of the week, 311 is open long after regular business hours. *Please see Appendix for detailed facts & figures. APPENDIX – 311: YEAR ONE311 Facts and Figures: The cost of 311 is in line with all other 311 cities/jurisdictions in North America participating in a national call center alliance. (Denver is ranked in the lower third in costs.) The cost per call continues to go down as the number of calls continues to increase due to increased awareness and the 311 agents achieve greater efficiencies.
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2007 Figures to Date
Comparisons
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Denver 311 (Jan. 2007 – May 2007)
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National Call Center Alliance Average
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Private Sector
Industry Standard
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Denver 911 (Jan. 2007 – Apr. 2007)*
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Budget
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$487,311 (actual)**
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N/A
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N/A
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$1,982,254
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Call Volume
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212,065 calls
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N/A
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N/A
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285,574 calls
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Cost per Call
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$2.29 per call
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$4.47 per call
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$2.85 per call
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$6.94 per call
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*May 911 figures not yet available
**2007 actual includes overtime expense and savings due to agent vacancies
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Launch Year-to-Date (Jul. 2006 – Jun. 2007)*
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Progress to Date
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Dec. 2007 Goals
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First Year Operation
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$1,341,420
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N/A
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311 CALLS
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Call Volume
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464,987 calls
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N/A
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Cost per Call (includes start up expenses)
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$2.88 per call
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N/A
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Average Speed of Answer
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33 seconds
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30 seconds
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Service Level (% of calls answered 20 seconds or less)
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64%
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80%
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Average Call Length
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2:23
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2:45-3:15
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First Call Resolution (inquiries answered in the call center)
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55%
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60%
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Cases Opened (413,588)
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88% of calls received
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80%
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ONLINE INQURIES
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Online Self-Service Cases Created
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3,100
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N/A
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Average Online Inquiry Response Time
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20 minutes
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N/A
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Visits to Frequently Asked Questions section
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6,881
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N/A
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Visits to Search for Information section
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11,327
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N/A
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911/Non-Emergency Call Reduction 2007 (First four months of 2006 compared to first four months of 2007)
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2.3%
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5-10%
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Citizen Satisfaction Rating (Online Survey 2007 YTD)
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92%
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90%
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*Figures include June estimates
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Top 10 Call Types
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1. Recycling
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25,770 calls
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2. Trash
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22,834
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3. Snow Removal
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8,341
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4. County Court
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7,343
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5. Recording Official Documents
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6,991
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6. Lost & Found Animals
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6,250
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7. Potholes
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5,991
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8. Marriage Legal Processes
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5,689
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9. Business Licenses
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5,663
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10. Loose Dogs
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4,795
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Honorable Mention: Assessments
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4,157
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APPENDIX – 311 OPERATOR QUOTES
A Day in the Life of a 311 OperatorI had one call where a lady wanted to report that a dog was locked in a car. I was filling out the report and she said, “Never mind it’s a 12 year old kid, not a dog”. The car had tinted windows. - Ken, 311 Operations Something that I find very amusing is a woman that calls in every day about 7:00 a.m. and asks for the time and the date. She is so polite and thanks me profusely and says she loves me and that I am great. I asked others if they get calls from her and it turns out she has spoken to several of us in 311! - Lucille, 311 Operation A man called to find out how to get a marriage license. As I was giving him the information needed, he kept asking his fiancée to write it down. After several relays, I could hear her shout, “Write the stuff yourself!” I wished them good luck! - Betty, 311 Operations Once a caller wanted to know where he could have his dog “snuded”. I was not sure what the caller meant. After further explanation, I realized that the caller meant to ask where he could have his dog neutered. - Nick, 311 Operations A woman called, somewhat upset, and asked for the number to RTD. While I was looking up the number, she explained that she had to figure out the bus schedule to transport her pet RAT (who had suffered a broken jaw) to the Denver Animal Shelter. I provided the woman with the number to RTD and wished her a safe journey. - Marilyn, 311 Operations A man called one day who was upset because the wind was blowing. He said he lived near a park that had dirt and it blew near his house and he felt it was a health hazard. Obviously the city cannot control the wind - I believe that is a little out of our jurisdiction. - Carla, 311 Operations A woman called wanting to speak to the Jury Commissioner’s Office regarding several jury summonses she had received. She explained that she had recently been married and received a summons in her maiden name and one in her married name. I gladly connected her call and wished her luck - on both of them. - Nick, 311 Operations
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Posted on Sunday, July 15, 2007
Posted by AlanD Contributed by AlanD
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Colorado Colfax Marathon
| May 18 - Event celebrates the revitalization of America’s longest continuous street — Colfax Avenue. The course highlights interesting historic sites along Colfax and, of course, views of the majestic Rocky Mountains. Third Annual Post-News Event! |
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Denver Parks and Rec Summer Camp
| The perfect, affordable solution to entertain your children on summer days. Denver Parks and Recreation will be hosting six outdoor-based day camps within our parks and eleven indoor camps at various recreation centers. |
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The 2008 Democratic National Convention
comes to Denver in August.
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Cultural Events Calendars
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Denver365.com
Visit Denver's cultural events calendar for the best activities that Denver has to offer.
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Other Events and Calendar Listings
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Arts to Zoo - Colorado's Guide to Cultural Events and Organizations - by the Scientific and Cultural Facilities District [SCFD]
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Downtown Denver Events, events within the Downtown Denver area that celebrate, cultural diversity, community pride and the visual, performing and culinary arts.
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Social calendar and other events for Colorado's nonprofit organizations
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Denver Cultural Facilities
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Denver Art Museum - World-class art collection and special events, shopping, great food, and more. |
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Denver Botanic Gardens - Spectacular 23-acre urban oasis offers an unforgettable artistic garden experience and education.
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Denver Museum of Nature and Science - Natural wonders of Colorado, Earth, and the universe. - Leading resource for informal science education.
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Denver Zoo is home to nearly 4,000 animals representing over 700 species and is one of the most popular zoos in the United States. |
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