| 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 |
| 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 don.lupo@birminghamal.gov frank.matthews@birminghamal.gov |
311 calltakers | city service, using Motorola CSR software |
| Broward County, FL | sheriff's calltakers | being implemented, non-emergency sheriff's calls |
| Buffalo, NY 311@city-bufflo.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 |
fire dept. 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@i.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) |
| Dyersburg, TN 731-288-3588 |
311 calltakers | non-emergency police, fire & EMS. Will be expanded to all city services by 2010 |
| 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 mayor@lfucg.com |
311 calltakers | 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 |
| 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 251-208-7777 mayor@cityofmobile.org |
311 calltakers | non-emergency city service calls using EREACT software |
| 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 |
| 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 | planning stages; 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. |
| Ottawa (Ont., Canada) | city service calls; on-line in Sept. 2005 | |
| 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@riversidca.gov |
311 calltakers | implementing Oracle Siebel software |
| Rochester, NY 585-428-7210 |
police calltakers | non-emergency police calls |
| 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 912-651-6410 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.) | implementation phase; Lagan software | |
| Somerville, MA 617-625-6600 smurphy@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 |
Calltakers | City service call on 7-digit number, using QAlert software from QScend Technologies, Inc |
| Toronto (Ontario) | 311 calltakers | contract signed in June, 2008 with BearingPoint Inc. to create new center |
| Tuscaloosa, AL 205-248-5311 Dawn Barnes, Manager |
311 calltakers | |
| 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 | |
| Winston-Salem, NC 336-727-8000 |
311 calltakers | pending, using Motorola CSR software |
| Yonkers, NY | Lagan's Frontlink Software for 3-1-1 |
