NEXTGEN311: ORGANIZATIONAL

TRANSFORMATION & PERFORMANCEPresentation prepared for:

Association of Government Contact Center Professionals (AGCCP) Conference

Sukumar GanapatiDirector, Ph.D. Program in Public Affairs

Florida International UniversityMiami, FL

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RESEARCH FOCUSBroad focusHow does IT innovation adoption and implementation transform public sector organizations and affect their performance?

Case of 311 centers: NextGEN311Transforming local governmentPerformance OrientationSmart city?

INTRODUCTIONEmerging Paradigm Shifts Transformation from City to Regional Model City wide Performance Management

Paradigm Shift Enablers Technology: Open 311 APIs, Mobile Apps Organizational: Third Party Vendors Financial: Scale economy Political: Regional integration

Reality Check Voice calls and Personal touch still important

NextGEN3113

Stovepipe model Horizontal integration model

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STAGE 1 STAGE 2PRESENT CITY MODEL

311 Call Center

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311 Call Center

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311 Call Center

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CITY A

OPEN 311 STANDARDS (MOBILE APPS, THIRD PARTY PROVIDERS)

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STAGE 3EMERGING NEXT GEN311 MODELR

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ENABLER 1: OPEN 311 About 300+ cities have 311 contact centers or CRM systems Inquiries about 70%; Service Requests about 30%

About 30 cities comply with Open 311Open API for storing/ retrieving service request data in a standard format.

Online access to external actors and stakeholders

ENABLER 2: MOBILE APPS

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CLOUD SOLUTIONS

ENABLER 3: VENDORSCity Sourced Over 250 customers; Mobile Apps + Backend CRM

FixMyStreetUK Based, but expanded to other countries

Open source platform

Public StuffOver 200 cities; Mobile Apps

SeeClickFixOver 290 cities; Service Request Management

ENABLER 4: ECONOMICS+POLITICSEconomics: Costs of customer contact centersSmall vs large citiesSize of customer centers

Scale EconomyRegional Cost SavingsVendor aggregation of cities

Politics: Regional integration requires political coordinationCounties could integrate non-emergency functions for cities

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REALITY CHECKVoice calls matterMobile apps have grown; millennials use it

Still voice calls matterHuman coordination of unpredictable events

311 is non-emergencyCall overflow from 911 centers

Integration of existing 311 with other technologiesSocial networks; Crowdsourcing; SMS; Augmented Reality

NEXTGEN 311Customer centers will:Diversify in their functioningTake on multiple tasksPrincipal elements of the Smart CityNOT only be customer contact centers

Economic Development311 community services support planning and design

Public Engagement311 as a citizen participation center

NEXTGEN 311Data RepositoriesBig (public) data

Emergency Recovery and Preparedness311 as centers for mitigation and response

City-wide performance management 311 as indicators for performance across departments

Performance Dashboards and Visualizations

Entrepreneurship + Innovation