DATAMARK Introduces The 311 Maturity Model

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Model identifies four levels of maturity for cities’ 311 non-emergency hotline programs

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"Every community seems to be at a different stage in development of 311, and all have different needs from service providers, such as DATAMARK, that support these programs."

Since the launch of the first 311 non-emergency hotline in Baltimore in 1996, U.S. cities of all sizes have adopted 311 programs. 311 has proven its value by improving customer service for citizens while steering calls away from the 911 center, ensuring the availability of operators for emergencies.

Some communities operate a small 311 call center with a few agents. Others have expansive multi-million-dollar 311 programs that combine call centers, walk-in services, mobile applications and web portals. These channels work together to provide “one-stop” service while leveraging citizen engagement and data analysis to improve the community.

Where does your community stand in the development of its 311 system? To help answer that question, DATAMARK, a provider of 311 contact center services, has introduced a new 311 Maturity Model, available on the company’s Outsourcing Insights blog at this link:

http://insights.datamark.net/infographics/311-maturity-model

The model assesses communities’ 311 performance through four levels of maturity. They range from Level 1, where citizens still must call individual or multiple departments to find answers to their questions, to Level 4, where 100 percent of city departments have their Tier 1 calls and contacts handled over a 311 channel, including phone, email, mobile app or web portal.

“The DATAMARK 311 Maturity Model grew out of many discussions we’ve had with city leaders and 311 managers across the country,” said DATAMARK 311 Site Leader Dennis Reglen. “Every community seems to be at a different stage in development of 311, and all have different needs from service providers, such as DATAMARK, that support these programs. The Maturity Model is great for starting conversations and identifying opportunities where outsourced multi-channel contact center services can deliver high value to cities’ 311 programs.”

About DATAMARK

DATAMARK, Inc. is a leading business process outsourcing company specializing in high-volume digital mailroom management, document processing/document management, contact center services, and process improvement consulting for Fortune 500 companies and other large enterprises.

Headquartered in El Paso, Texas, DATAMARK employs nearly 2,500 people in its U.S., Mexico, and India facilities. For more information, visit http://www.datamark.net or contact Marketing Manager Martin Rocha at info.datamark.net.

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Chelsea Hill
DATAMARK, Inc.
+1 (915) 242-6117
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Martin Rocha
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