Cut 311 Calls and Improve Citizen Satisfaction with Smart Software

Local governments are committed to serving the public, and citizens desire quick, clear communication. For many years, 311 calls have been a popular tool for facilitating this communication, but is there a more effective method?

This article will discuss 1) what 311 calls are, 2) their disadvantages, and 3) how iWorQ offers a smarter solution.

311 is a non-emergency hotline where citizens can report issues like:

• Potholes
• Streetlight outages
• Trash collection
• Noise complaints
• Code violations
• Stray animals
• Damaged road signs
• etc.

This number is easy to remember and has been used since 1996, when Baltimore was the first to use this system. However, the 311 hotline has significant drawbacks.

One disadvantage of 311 calls is that high call volumes often lead to long wait times. When this happens, citizens get frustrated, and the agency becomes overwhelmed.

If the call goes through, the citizen might talk to a third party instead of those who can ultimately help them. The follow-up can also be frustrating when they don't hear back or see action taken.

The other important issue is that 311 calls can be costly for agencies. GovTech references a study conducted by the Pew Charitable Trusts, which found that 311 calls cost an average of $3.39 and can reach up to $7.78 per call.

Let's put that in perspective. In 2018, New York City received nearly 21 million 311 calls. At the average cost of a 311 call, that total would be a modest $71,190,000.

Establishing more efficient and cost-effective lines of communication with citizens is a wise investment for every local agency.

iWorQ helps reduce 311 calls for its clients with Citizen Engagement Software. This tool allows the public to submit all kinds of requests online. The options available are customizable by each agency and can be used to receive anything you have from 311 calls.

iWorQ’s Citizen Engagement doesn’t just make reporting easier for citizens. It streamlines the response and resolution from the public works department. Here is an example of the typical process for a reported pothole from report to resolution.

A citizen wishing to report a pothole fills out a brief form linked on your website. Using a built-in mapping feature, the person can drop a pin on the map to indicate the pothole’s exact location. Or, if they prefer, they can manually enter an address.

Then, they can provide a short description of the problem and a picture to clearly illustrate the issue.

After submission, the system will notify the proper department of the request.

Citizen Engagement seamlessly integrates with other applications in iWorQ’s Management Software Suite. This integration makes it easy to create work orders from requests and assign them to workers.

The tool can be set up so that the citizen receives an automated email notifying them of status changes on their request (e.g., scheduled, complete, on-hold, in progress).

When the task has been completed and updated in iWorQ, it will automatically sync with Citizen Engagement and notify the citizen. A picture of the repaired pothole can be attached so that citizens can see the end result and confirm that they were heard and served.

Users can use the system anytime to send custom messages directly to citizens whenever needed.

iWorQ helps agencies reduce costs, improve transparency, and build trust by resolving citizen requests efficiently.

Want to wow your community? Schedule your free demo of iWorQ’s Citizen Engagement Software today.