CRM 311/Citizen Services

It’s no longer business as usual at public sector organizations. Citizens want fast, easy access to government services and greater return for their tax dollars. And administrations are looking for to improve service without increasing budgets. Elected officials know the quality of services can mean the difference between re-election and defeat at the ballot box. 

Unisys 311/Citizen Services help public sector organizations:

• More efficiently manage and balance non-emergency calls
• Track citizen interactions at the departmental levels
• Measure department service levels against budgets
• Facilitate cross-department collaboration
• Measure and increase citizen satisfaction rates
• Integrate Web and call center operations
• Establish outbound communications capabilities.

For administrations, the benefits include:

• Increased revenue with higher percentages of traffic violation fines collected and increased “quality of life” summonses
• Strengthened citizen satisfaction with better access to information and services
• Improved return on investments in existing systems
• Improved collaboration across departmental lines  and increased accountability at department level
• Increased visibility to actual productivity and performance 
• Reduced call volume and workload for emergency services
• Reduced overtime costs — with better predictability of call volume