THE 411 ON 311

City of Houston reboots with efficient new virtual 311 system

Houston's 311 is going virtual. Image courtesy of the City of Houston

Houstonians who've been occasionally frustrated by having to call the city's 311 service for the simplest of issues are now in luck. The City of Houston has launched an innovative new virtual 311 platform.

Now, locals can address needs and create individual cases via a newly created, cloud-based "Virtual Agent." This means residents should only need to dial into the 311 call centers for the most complicated cases, which promises to reduce call volumes and wait times.

The new system officially launched on June 26; city technology and data teams have stabilized the process as the city transferred over 10 years of data into the new system, a press release notes.

Why upgrade now? Each year, the 311 Call Center receives roughly 2.2 million contacts and creates approximately 450,000 service requests, the city estimates. The 311 system was crucial during the Tax Day Flood, Hurricane Harvey, and Winter Storm Uri. This system refresh assures a more responsive and minimal wait time during times of crisis, press materials note.

Residents can now create a service request by an app (Apple and Google), web portal via the Virtual Agent, and through call taker in the 311-call center.

Some of the new functionality improvements include:

  • A customer self-service portal with a virtual agent, allowing residents to create service requests on their own
  • The ability to re-classify a case instead of having to close it and create another one
  • Cases being routed to a team, instead of an individual minimizing case inactivity due to staff being out of office
  • Cases created via web portal, app, or call taker all have the same service request numbers and, when not confidential, are searchable on all platforms
  • Prior to service requests being created, there will be a proximity search performed to ensure no duplication of cases created (e.g., pothole cases being flagged as 1000 Main St. and at the corner of Main Street and Texas Street)

"The new, innovative system is a significant accomplishment for the City of Houston," Mayor Sylvester Turner said in a press release.

"Last fiscal year, we prioritized the development of a new 311 system by funding it through the CIP process. In nine short months, HITS and ARA were able to take that investment and develop a 311 system that modernizes 20-year-old technology and creates a platform that equips the City to better handle increased demand."

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This article originally ran on CultureMap.

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Building Houston

 
 

Optellum and Liongard have hired two new members to their executive teams. Photos courtesy

A couple of Houston tech startups have recently announced new appointments to their C-suites. A med tech company with its national headquarters in Houston has a new leader, and a Houston software has a new exec focused on strategy.

Optellum names new CEO

Jason Pesterfield will lead United States operations for Optellum. Photo courtesy of Optellum

Optellum, a medical software startup based in the United Kingdom and has its United States HQ in Houston, has appointed Jason Pesterfield as CEO to lead growth in the U.S. clinical market. Optellum AI-based software enhances early lung cancer diagnosis and therapy with its medical device software platform, Virtual Nodule Clinic.

Pesterfield was previously the president and CEO of Veran Medical Technologies, a leader in image-guided lung cancer diagnosis. He brings 25 years of leadership experience in the medtech sector. Optellum was founded by Václav Potěšil, Lyndsey Pickup, Timor Kadir, Professor Sir Mike Brady, and Jérôme Declerck.

"It took us almost a year to find the right successor who shares our vision and has the right expertise to take Optellum on to the next stage of growth," says Potěšil in a news release. "I am really excited to work with Jason, to make Optellum's platform available to every clinician in the USA and around the world, and to help them diagnose their lung cancer patients as early as possible. With Jason on board, I can focus on advancing Optellum's vision to transform early lung cancer therapy through partnerships that harness the power of AI software combined with molecular diagnostics, robotics and interventional devices, and drugs."

Liongard announces chief strategy officer

Patrick Schneidau is the chief strategy officer for Liongard. Photo courtesy

​Houston software-as-a-service company, Liongard, has named Patrick Schneidau as chief strategy officer. The company, founded in 2015, was a 2021 InnovationMap Awards finalist and reported that the team was looking to expand by around 70 new hires over the next year.

"Liongard is an incredible Houston growth story," Schneidau tells InnovationMap. "Our founders, Joe Alapat and Vincent Tran, have built a first-class team that allow technology service providers to operate at 10x by providing unprecedented insight and data into the systems deployed in the modern IT stack. In a rapidly growing market, they are quickly becoming 'must have' technology. I'm excited to join to team to accelerate their growth into new markets and with new products."

Schneidau spent over a decade at Houston-based PROS before serving in C-level positions at two other Houston startups — Commtrex and Truss. He's also previously served as talent committee chair for Houston Exponential.

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