Memorandum
Non-Emergency Call system in Boston
Prior to the implementation of the 311 call system in New York by Bloomberg, New Yorkers had to navigate an 11-page city directory that contained the contacts of the various government agencies meant to deal with public issues. The guide contained over a thousand phone numbers to different agencies, and citizens were supposed to use the numbers. Not everybody in New York had access to the inventory, making it an inefficient way of responding to the city’s issues. The system was also slow in that someone had to comb through several pages to get them a specific number that they needed.
The 311-call system is innovative in that it created a central non-emergency call center deviating from the traditional directory that had considerable numbers. The innovation made it easy for New Yorkers to remember the essay 311 number for all city concerns. It made it easy for the New York metropolitan to keep track of the most pressing issues of the city dwellers. Thus the system created an easy-to-remember non-emergency number for residents, visitors, and businesses. Therefore, it is easy to reach more than 50 agencies that serve the people of New York. TH 311 call system has adapted to remain relevant in that it will not change over the years, and all New York City agencies can be contacted using the system. The system is developed to consolidate non-emergency issues and receive many calls at once, which is an adaptability feature of usefulness.
In addition to the 311-call system, there had to be created a government structure that created harmony among the agencies that were being incorporated in the call system. It means that there NYC311 had to generate a structure that would allow it to work with all the agencies. Thus, besides adopting the Siebel software innovation, the system had to work in conjunction with an innovative structure and customer culture. The strategies ensured that the various agencies shared the important data necessary to make the new system work efficiently, making it an even bigger success. In addition, the system introduced a new culture where all customers, despite the status in the community, would be served equally, thus bringing a new customer culture.
To ensure a similar system’s success to the 311 system, the non-emergency call system needs to adapt some of the strategies adopted by the City of New. That is communicating to people the new culture, advertising. Advertising the new service on mainstream media and social media is necessary to notify the people of the change in services. People will adapt to the new culture only if proper advertising is done, allowing encouraging people to adjust. It is necessary to use existing agencies serving people in Boston to notify the people of the services system’s change.
The program would start as a pilot program in a small part of Boston. As a pilot program, it would be easy to test the program’s effectiveness before implementing it in the larger Boston area where the population. The program would be implemented for about one month to identify the challenges and successes. The failures would help in improving the system before full implementation. A new agency will be created with the sole responsibility of processing the information. Government oversight on the agency will ensure the confidentiality and accountability of the agency.