Sacramento County was recognized for best practices by the Public Technology Institute (PTI). The recognition was given for the use of 311 websites and Call Centers, of multi-channel contact centers, of Citizen Relationship/Records Management (CRM) systems, web technology, telephony systems and mobile communications infrastructure. Together, these provide a centralized citizen contact center that utilizes new technology for fast, friendly and responsive service.
“We are especially pleased to be recognized for improving our exceptional customer service efficiently even during a time of budget constraints,” said County Executive Bradley J. Hudson. “We will continue to improve our contact points for citizens as we bring on more services to the 311 program, complete our transition of all county sites to the new responsive template, and use technology to improve services.”
PTI created this program to recognize excellence as government contact centers such as 311 have become the face of government to the public. This new technology for fast, friendly and responsive service allows residents and businesses to connect with the County quickly and efficiently. The County also provided performance reporting to qualify for the recognition. 311 performance reporting can be seen on the Sacramento County Open Data website.
“Not only do we allow residents to report issues and track the progress of their report on our 311 website, we include the number of reports by zip codes and subject matter on our Open Data Portal so that residents and businesses can monitor and compare activities and results in their community,” said Chief Information Officer Rami Zakaria.