San Francisco launches 3-1-1 call center

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By Rutrell Yasin
 

Connecting state and local government leaders

By Rutrell Yasin

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The city of San Francisco recently launched a new 3-1-1 Call Center to provide residents easy access to city services.

The city of San Francisco recently launched a new 3-1-1 Call Center to provide residents easy access to city services.

Powered by customer relationship management software from Lagan, the call center will allow residents to use a single, non-emergency phone number ' 3-1-1 ' to access information about city government.

In addition, city officials will be able to more effectively manage and analyze service delivery, said Tom Mazur, vice president of North American sales for Lagan.

Lagan's Frontlink call center software will allow city officials to process and track citizen requests and notify callers when an issue or request is resolved.

The city launched the call center at the end of March. The Lagan software has been deployed in the Departments of Public Works and Muni-Transportation (MTA). It eventually will be implemented across departments citywide, including police, fire, public utilities, public health, social services and airport service.

'Our new 3-1-1 program will ensure an unprecedented level of accountability by tracking citizen requests and city responses,' said Mayor Gavin Newsom, in a prepared statement.

Lagan's Frontlink software is based on an open architecture and is designed to integrate with mainframe, legacy systems, data warehouses and other back-office systems. Lagan, based in Belfast, Ireland, has offices in Washington, D.C, and Chicago, Ill. Other key U.S. customers include municipalities such as Los Angeles County, Calif., New Orleans, La., Minneapolis, Minn., and Hampton, Va.

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