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Instantaneously Linking 3-1-1 Callers to Translators
With its Language Access Plan, Pittsburgh’s goal is “to assist all residents and to provide access to all resources.”
By
Michael Grass
April 25, 2018
Navigator Award Finalist: Jean Ann Lawson, Chief Performance Officer, Kansas City, Mo.
Looking to improve agency customer service? The City of Fountains provides great case studies that showcase an impressive transformation.
By
Michael Grass
September 29, 2016
Boston's ‘Situational Awareness’ on the Fourth of July
The city has modified a map-based, GIS tool to help it coordinate all public safety operations during the large-scale event and beyond.
By
Dave Nyczepir
July 4, 2016
How One Mayor Started Treating His Citizens More Like Customers
“We forget it’s the person whose trash we’re picking up who is the one who puts us in office,” says Provo, Utah, Mayor John Curtis.
By
Dave Nyczepir
March 9, 2016
Using Analytics Helps State and Local Government Websites Look and Feel More Commercial
Effective public engagement is crucial to reducing citizen call volumes.
By
Dave Nyczepir
February 11, 2016
Denver’s Path to Integrating Enterprise Content and Business Process Management
The Mile High City has been seeking a unified, cost-saving IT strategy since 2005.
By
Dave Nyczepir
February 9, 2016
An Alternative Way to Get Things Done in Chicago: Work With the City’s Aldermen
Sidestepping City Hall, some ward representatives are responding to service requests via Romulus, a new a new customer relationship management system.
By
Dave Nyczepir
December 9, 2015
A Medium-Size City’s Approach to Data
The stats program in Somerville, Massachusetts, is modeled after one of the earliest—Baltimore’s—with the knowledge that, sometimes, less is more.
By
Dave Nyczepir
November 5, 2015
Why Houston Untethered Its 311 Service After Hurricane Ike
It’s no longer every call center operator for themselves.
By
Dave Nyczepir
October 19, 2015
This City’s Harvard Partnership Helped Eliminate Blight
The municipality formerly known as “Slumerville” has gone from a “basketcase,” in one lecturer’s words, to being well run.
By
Dave Nyczepir
August 6, 2015
Transforming Philadelphia’s City Services Through Customer Service
Rosetta Lue, the city’s chief customer service officer, says “there is a change that’s happening across government from local up to the federal level where we’re all trying to improve that experience.”
By
Allison Prang
July 28, 2015
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