Nine Ways to Maximize Your 311
PorchLight Insights has worked extensively with city 311 systems over the years, most notably with our co-founders having firsthand experience with Kansas City's 311 during deployment and in the early years (shout out to the hardworking, lovely people of KCMO 311!).
With this experience, we've observed how the complexity and far-reaching nature of 311 systems mean that they can be both a city's biggest asset and biggest headache.
If you're trying to figure out how to improve upon or deploy a 311 system, ground yourself first in the purpose: to give residents a clear and transparent way to request services from their city government and receive resolution on issues they encounter.
That’s it. That's the goal. That simple.
But even with a simple goal, the potential impact of 311 is broad. Here are 9 ways we've seen 311 succeed in cities, roughly in order from easier to more complex.
The front door to city government. Forget having to find the right department or phone number - 311 done well means no wrong door for the city.
Clearinghouse for all information related to city services. The single contact is one thing, but the verified information is the true value for residents. Using 311 as the customer contact means that departments need to develop clear messages for them to share.
Pulse check on neighborhood level issues. Hot spot identification is simple and can even cut across multiple service issues. Bonus points if neighborhood leaders can track and identify their own trends on public-facing maps.
Tracking city service performance. By virtue of being cross-departmental, 311 data is great for tracking timeframes to complete various service issues; adding in a quick survey helps to understand where residents are more/less satisfied with different services.
Improving equity. Analyzing 311 data and timeframes across geographies can quickly show whether services are being provided in an equitable way across your city. Compare to Census data and you can also understand equity across other demographic groups.
Customer service improvements and training. The systems of 311 lend themselves to assessing customer service provided - i.e. call handling, timeframes for complete, and resolutions messages - so customized training can be provided for improvement.
Recognition for employees. In the same way, 311 system can show what IS going well and provide an opportunity to highlight and reward employees who are providing great customer service.
A diagnostic tool for city service problems. 311 data and processes can also lead you to internal business process inefficiencies. No clear path? Multiple paths? 311 will make this clear.
Deeper understanding of community survey perceptions. Comparing perceptions on 311 surveys vs. community surveys can help identify gaps - are services not being provided well? Or is the gap in communication about services?
Our team sees the potential in 311 systems, and is passionate about helping them function well. We can help you review your processes and analyze your data to help achieve all of these great outcomes.