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

 
 

Image courtesy of Pumps & Pipes

Pumps & Pipes 2022, Houston’s premier innovation event, is rapidly approaching on December 5 from 8 am-3 pm at the Ion.

Leading up to this exciting event, InnovationMap spoke with several of the speakers representing various industries to ask them, "What makes Pumps & Pipes uniquely Houston?"

Here are their responses:

Dr. Alan Lumsden, chair of cardiovascular surgery at Houston Methodist and Pumps & Pipes founder:

“…What can we learn from one another? What is inside the other person’s toolkit? A lot of solutions are already out there but sometimes we don’t have the ability to see into their toolkit. This has become the driving force behind Pumps & Pipes throughout the last 15 years…”

Dr. Lucie Low, chief scientist for microgravity research at Axiom Space:

“‘Houston, we have a problem’ — everyone knows Houston as a major player in the aerospace industry as highlighted by this famous quote from Apollo 13. What people may not know and what is exciting to me about Houston are the opportunities for collaboration with other industries that can help drive our mission to build communities of healthy humans in space. With the largest medical center in the world right next to Johnson Space Center, Houston is a prime city for innovation at the intersection of medicine and space.”

David Horsup, managing director of technology at OGCI Climate Investments:

“The remarkable diversity of thought, culture, and expertise that exists in Houston creates an incredible cauldron for innovation. The city has been the leading light in pushing frontiers in energy, aerospace, and medicine for many years, and Pumps & Pipes is a powerful ‘node’ for some of the brightest minds across these industries to connect, collaborate, and innovate. I am extremely excited to see how Houston is pivoting to embrace the challenge that climate change is presenting, and the city will play a defining role going forward.”

Purchase tickets for Pumps & Pipes here and follow Pumps & Pipes on social media at LinkedIn, Twitter, and YouTube.

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