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311 and CRM are frequently used in
tandem, however, a distinction
should be drawn. Constituent
relationship management (CRM)
systems are software applications
that are used to track interactions
with citizens on an ongoing basis
and allow local governments to
manage huge amounts of data and
information effectively. 311 systems
generally incorporate a CRM system
as part of their call center
functions. In Hartford, we use
Lagan
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Technologies’ CRM system to better
track requests for service and
information from our constituents.
Whenever an individual calls or
e-mails 3-1-1, or uses its
self-service portal, a record is
made. If the call involves a
request for service, a work order is
created and electronically sent to
the appropriate department. Once the
work order has been completed, 3-1-1
call attendants attempt to reach the
constituent and make sure that they
are satisfied with the result. More
information on this process can be
found on the
3-1-1 web page on this website. |
