Danbury, Connecticut Establishes 311 for Less Than $100k
The City of Danbury is Connecticut’s sixth largest city with a population in excess of 75,000. It’s mission is to ensure a superior quality of life for its citizens by providing the most cost effective municipal services while preserving the cultural, historical and natural resources of the City. The City is committed to working with citizens to enhance Danbury’s position as a premier place to live, work, and raise a family in a traditional, yet progressive, community.
Citizens with an issue would often call or e-mail more than one department or staff member to get an issue resolved. If contact with the City didn’t produce an immediate response or resolution, citizens would call or e-mail again, contacting the Mayor’s office or contacting a staff person they knew, whether or not that staff person was able to handle their issue.
The result was a duplication of effort as the multiple phone calls, voice-mail messages and e-mails were passed to others and as more than one staff member sought to resolve the issue as quickly as possible. Often, a citizen would receive more than one reply, sometimes with different solutions or answers to the same issue. That would spawn another round of contact. In other cases, citizens anxious to find correct information, impatient for a resolution, or unsure of who to call, were calling 911. Continue reading Danbury Case Study
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