Over 2,400 frequently answered questions have been collected and warehoused. With such a broad array of reference entries developed jointly with departmental experts, and by providing specific information from other shared databases, the 311 Helpline resolves 85% of calls without transfer, Service Request, or follow-up.
The 311 Agents also process requests for specific city services like pothole repair or a traffic signal malfunction by creating a Service Request in 311's Service Management system. Each Service Request can be tracked from start to finish. More than 300 specific Service Request types have been defined and scripted within the system. Each Service Request is forwarded to the appropriate department and a deadline date is assigned for investigation and resolution
The system generates numerous reports by department, by division within a department, by Service request type, participants, council districts, zip codes, Key Map locations, and other geographic areas. Regular reports identify any service requests that have not been resolved within the pre-determined timeline. This provides greater opportunity for management supervision of personnel and assessment of the impact of deployed resources.