CRM: City of Houston, TX

Challenge

In August of 2001, the City of Houston deployed the first true 3-1-1 non-emergency call center in the U.S. The City of Houston determined that building a dependable knowledge base was key in growing the 3-1-1 Call Center and wanted a way to manage the 3-1-1 servers and network without the normal erosion of intellectual capital.

Solution

The City contracted with Perficient to provide an onsite team of professionals to maintain and support the call center’s technology infrastructure. By the year 2010, the Houston 311 call center is anticipated to reach 4 million calls annually. The scope of the Perficient team’s duties at the center includes ongoing maintenance and technology enhancement projects, on-call support and configuration of the components supporting the back office, the call agents and Web-accessible self-service applications.

Features Supports call routing, citizen service request recording, call recording review, service request routing to other departments, call routing to 911 when necessary, a Web-based self-service customer application and all system monitoring Eliminates all unnecessary traffic from network — isolating the 311 networks from the City backbone Provides dedicated DHCP, DNS and WINS services to the call center

Benefits Streamlines city business processes, enhances service levels and provides a comprehensive accountability system Centralized source for all team information provides easy management Decreased research time and enhanced productivity through single point-of-contact for 311 information and global search tool