DISPATCH Monthly - Cities With 311 Service

City	Answered By...	Details...
Akron, OH 330-375-2311 311@ci.akron.oh.us	311 calltakers	debuted Nov. 8, 2004; city service calls, using Motorola CSR software
Albany, GA	311 calltakers	In Feb. 2009 installing QSend software to create CRM system. Hiring 311 director by mid-summer, and full operation later in 2009.
Albuquerque, NM 505-768-2000 eadams@cabq.gov	311 calltakers	city service calls using Oracle-PeopleSoft CRM version 8.9; monthly service graph posted; started July 2005
Anaheim, CA 714-765-4311	311 calltakers
Austin, TX 512-974-2000 or 974-9311 austin311@ci.austin.tx.us	311 calltakers	non-emergency police incidents since 2001, city service calls starting Feb. 2004; Motorola CSR software
Baldwin County, AL		Lagan software
Baltimore, MD 443-263-2220 mayor@baltimorecity.gov	311 calltakers	non-emergency police incidents, city service calls, using Motorola CSR software
Baytown, TX www.baytown.org	Calltakers	city service call on 7-digit number, using QAlert software from QScend Technologies
Berkeley, CA	311 calltakers	city-service calls using Lagan software. Now uses 981-CITY, but will transition to 311 in Oct. 2008. Update: now looking for Asst. City Manager to lead 311 center (job listing).
Bethel, AK info@bethelak.com	police calltakers	non-emergency police incidents, city service calls
Birmingham, AL 205-254-6314 www.informationbirmingham.com/311 Brian Malone, Director brian.malone@birminghamal.gov	311 calltakers	city service, using Motorola CSR software
Boston, MA		Lagan software
Brookhaven, NY		Lagan software
Broward County, FL	sheriff's calltakers	being implemented, non-emergency sheriff's calls, Lagan software
Buffalo, NY 311@city-buffalo.com http://www.city-buffalo.com/311 (716) 851-4890	311 calltakers	non-emergency police incident, city information and service calls using Lagan Enterprise Case Management software V7.0. Also uses a Cisco-based VoIP for IVR so citizens can check on the status of their service requests. updated
Calgary (Alberta, Canada)	311 calltakers	went live May 18, 2005, city service calls using Motorola CSR software
Charlotte-Mecklenburg, NC 704-336-7600 klaney@ci.charlotte.nc.us	311 calltakers	city service calls, 7 departments, covers all of Mecklenburg County
Chattanooga, TN 311@mail.chattanooga.gov	311 calltakers	city service, using Motorola CSR software
Chicago 312-746-9760 phapton@cityofchicago.org	311 calltakers	city service calls, using Motorola CSR software
Columbia, SC publicworks@columbiasc.net 803-545-3750	311 calltakers	city service calls (311 Coordinator Senorita Sullivan, 803-545-3765)
Columbia County, GA	311 calltakers
Columbus, GA 706-653-4000 citizenservices@columbusga.org	311 calltakers	service calls 7a-5:30p M-F; implemented in March 2004 as first-in-state.
Columbus, OH 614-645-3111		implemented in 2005
Dallas 214-670-5111	311 calltakers	city service calls, using Motorola CSR software
Danbury, CT 203-744-4311 m.boughton@ci.danbury.ct.us	311 calltakers	city service calls, using QAlert software from QScend Technologies Inc.
Dekalb County, GA ceo@co.dekalb.ga.us		city service calls, will implement in 2007 using Oracle software
Delray Beach, FL 561-243-7012	Calltakers	ity service call on 7-digit number, using QAlert software from QScend Technologies, Inc
Denver 311@ci.denver.co.us	311 calltakers	city service calls, 6a-11p and on-line using Oracle software
Detroit	311 calltakers	city service calls
Dothan, AL www.dothan.org	Calltakers	city service call on 7-digit number, using QAlert software from QScend Technologies
Dukes County, MA 508-696-3840 info@dukescounty.org	sheriff calltakers	implemented June 16, 2003 for non-emergency police services and town information (6 towns and the county Sheriff's office)
Durham, NB, Canada		Lagan software
Dyersburg, TN 731-288-3588 dyersburgtn.gov	311 calltakers	non-emergency police, fire & EMS and other city services.
Fort Wayne, IN 427-8311 mayor@ci.ft-wayne.in.us		Lagan's Frontlink Software for 3-1-1
Gardena, CA		RequestPartner software with IVR features
Gatineau, Quebec (Canada)	311 calltakers	began June 2005
Hampton, VA 757-727-8311 call31@hampton.gov	311 calltakers	city service calls using Lagan Frontlink software; started Sept. 1999;
Harford County, MD	311 calltakers	non-emergency city service calls using EREACT software
Hartford, CT 860-757-9311 311@hartford.gov	311 calltakers	non-emergency city service calls using Lagan Frontlink software
Houston, TX 713-837-0311 311@cityofhouston.net	311 calltakers	city service calls, using Motorola CSR software
Indianapolis, IN		city service calls, using Siebel software
Kansas City, MO 816-513-1313 actioncenter@kcmo.org	311 calltakers	began Jan. 2007, city service calls from "ActionCenter" using PeopleSoft CRM software
Knoxville, TN 865-215-4311 mnichols@cityofknoxville.org	311 calltakers	city service using Motorola CSR software
Kyle, TX		RequestPartner and ReservePartner software
Las Vegas*	police calltakers	non-emergency police incidents
Lexington-Fayette County, KY 859-425-2255 311@lexingtonky.gov	311 calltakers	non-emergency, city-county service calls
Little Rock, AR 501-371-4437 info@littlerock.org	311 calltakers	311 dispatchers using Motorola CSR software
Los Angeles 213-473-3231 jennifer.banos@lacity.org agnes.lung-tam@lacity.org	311 calltakers	city service calls (Dir. Banos at 213-922-7728)
Lynwood, CA	3 calltakers in city manager's office	GovPartner's RequestPartner system (case study pdf)
Louisville, KY 502-574-5000 metrocall@louisvilleky.gov	311 calltakers	non-emergency city service calls
Lubbock, TX
Miami-Dade, FL 305-468-5900 jxw@miamidade.gov		using Motorola CSR software; started Sept. 2005 and now handles 2.7 million calls a year
Minneapolis, MN 612-673-3000 minneapolis311@ci.minneapolis.mn.us	311 calltakers	City service calls and requests for information (FAQ’s), police general information and police non-emergency calls using Lagan Frontlink system; started Jan. 2006. Using VoIP technology for voice links (read press release).
Mobile, AL 251-208-5311 mayor@cityofmobile.org	311 calltakers	non-emergency city service calls using iReact software
Montgomery County, MD 240-777-0311	311 calltakers	34,000 calls fielded by 50 Customer Service Representatives using Oracle Siebel software. Launched June 16, 2010. (news story)
Nashville / Davidson County, TN 615-862-5000 mayor@nashville.gov	311 calltakers	metro service calls; started March 2007, replacing a 7-digit service number started in 2002. Operates 7a-7p. Uses Motorola CSR software.
Newark, NJ	311 calltakers	Debuted September 2008 as 10-digit number, 14 agents, 12 hours/day 5 days/week. Handles city calls using QScend
New Orleans	311 calltakers	non-emergency city service calls; started Oct. 2005, Lagan software
New York City 212-639-9675 eleath@doitt.nyc.gov	311 calltakers	non-emergency city service calls using Siebel software, operators work for the city's Department of Information, Technology and Telecommunications; started March 2003. [system info]
North Hempstead, NY 516-869-7794 feedback@northhempstead.com	311 calltakers	since 2005 using Motorola CSR software
Oakland, CA		Lagan software
Orange County, CA		Lagan software
Orange County, FL 407-836-3111	county calltakers	county service calls; takes Animal Services, Code Enforcement, Roads and Drainage, Traffic Engineering, and Zoning division calls, along with referrals to many other agencies.
Oshawa, ON, Canada
Ottawa, ON, Canada		city service calls; on-line in Sept. 2005
Philadelphia, PA		Debuted December 31, 2008. 50 agents 24/7. Handles calls for all City services.
Portland, OR	311 calltakers	implementation in-progress, March 2008
Pinal County, AZ	311 calltakers	as of May '08 taking calls for 8 city agencies, with expansion planned
Pittsburgh, PA		city service calls
Providence, RI www.providenceri.com	311 calltakers	city service calls using QScend software
Quebec (Ont., Canada)		city service calls; in planning stage
Reno, NV www.cityofreno.com	Calltakers	City service call on 7-digit number, using QAlert software from QScend Technologies
Riverside, CA 951-826-5311 callcenter@riversideca.gov	311 calltakers	implementing Oracle Siebel software
Rochester, NY 585-428-7210	police calltakers	non-emergency police calls, Lagan software
Sacramento, CA 916-264-5011 311@cityofsacramento.org	311 calltakers	using Oracle Siebel software
San Antonio, TX 210-207-6000 mqerhardt@sanantonio.gov	311 calltakers	city service calls (since 2000)
San Francisco 415-701-2311	311 calltakers	went live March 11, 2007 [video] with Lagan's Frontlink Software for 3-1-1. Took 3 millionth call in June, 2008; mayor requests 26 more calltakers in 2008-2009 budget.
San Jose, CA	police calltakers	non-emergency police incidents, using Motorola CSR software
Savannah, GA 912-651-6565 webmaster@ci.savannah.ga.us	311 calltakers	city service calls since 2006
Schaumburg, IL	311 calltakers	non-emergency
Schertz, TX rduprat-waldo@schertz.com	311 calltakers	non-emergency calls using WebQA software
Sudbury, Ontario	311 calltakers	City service calls since Feb. 2007, using ActiveGovernment's 3-1-1 Citizen Request Management software
Solano County (N. Calif.)		live with Lagan software
Somerville, MA 617-625-6600 SCraig@somervillema.gov	311 calltakers	city service calls using Intelligov system by CIACorp in separate City Hall call center; debuted Dec. 19, 2005
Springfield, MA (413) 736-3111 dcarney@springfieldcityhall.com	311 calltakers	city service calls with 11 FTE employees.
Stamford, CT 203-977-4140 www.ci.stamford.ct.us	Calltakers	City service call on 7-digit number, using QAlert software from QScend Technologies, Inc
Toronto (Ontario)	311 calltakers	Lagan software, linked to Twitter
Tuscaloosa, AL 205-248-5311 Dawn Barnes, Manager	311 calltakers
Vancouver, BC		Lagan software
Virginia Beach, VA 757-385-3111 pio@vbgov.com	311 calltakers	city service calls. Began April 22 ,2006.
Washington, DC 202-727-1000	police calltakers	non-emergency police calls
Windsor (Ont. Canada)		city service calls using Motorola CSR software
Winnipeg, MB		Lagan software
Winston-Salem, NC 336-727-8000	311 calltakers	pending, using Motorola CSR software
Yonkers, NY		Lagan's Frontlink Software for 3-1-1