In 2006, the District of Columbia government began consolidating many stand-alone agency call centers under the OUC. Agencies like the Department of Transportation, the Department of Public Works, and the Department of Motor Vehicles each had individual call centers, with individual cost structures and individual user experiences. As the OUC transitioned to become the single point of entry for a wider variety of basic city services, the team began to look for “self-service tools, automation, and comprehensive reporting capabilities to drive performance since we were becoming the public face of local government,” said Erick Hines, 311 Operations Manager for the OUC.
“Our mission is to provide a fast, professional, and cost-effective response to emergency and nonemergency calls in the District,” said Gattison. “Our personnel are walking encyclopedias for all things ‘D.C.,’ and our contact center CRM makes it easier for our team to apply their expertise.”