311 and other centralized customer service approaches are used by countless cities to provide more cost-effective in-person, phone, and virtual customer service. In the 2017-2018 Fiscal Year Budget, Portland’s City Council approved a decision package for “3-1-1 project management and implementation planning” and directed the Office of Management and Finance to oversee the planning effort.
OMF led a multi-Bureau 311/Customer Service Improvement Project to:
- Create a long-term vision and a short-term plan for integrated front-end customer service;
- Identify necessary physical, staff, technology, and procedural supports; and
- Recommend next steps for implementation.
The goal of the project was to identify ways to improve Portlanders' access to City information and services. The project led to the development of a 311 Implementation Plan, which was presented to City Council on November 27, 2018.
This effort builds on the following previous reports and studies:
- 311/Customer Relationship Management (CRM) - Laying the Foundation to Launch a Major Customer Service Initiative, prepared by Stern Consulting, LLC for the Bureau of Emergency Communications in 2014
- External Customer Intake Improvement Project, prepared by Carmichael Consulting for the Bureau of Transportation in 2015
- Potential Paths to 311/CRM for the City of Portland, prepared by Lisa Turley for the Office of Management and Finance in 2017