City of Houston reboots with efficient new virtual 311 system

THE 411 ON 311

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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Houston health care institution secures $100M for expansion, shares renderings

fresh funding

Baylor College of Medicine has collected $100 million toward its $150 million fundraising goal for the college’s planned Lillie and Roy Cullen Tower.

The $100 million in gifts include:

  • A total of $30 million from The Cullen Foundation, The Cullen Trust for Health Care, and The Cullen Trust for Higher Education.
  • $12 million from the DeBakey Medical Foundation
  • $10 million from the Huffington Foundation
  • More than $45 million from members of Baylor’s Board of Trustees and other community donors, including the M.D. Anderson Foundation, the Albert and Margaret Alkek Foundation, and The Elkins Foundation.

“The Cullen Trust for Health Care is very honored to support this building along with The Cullen Foundation and The Cullen Trust for Higher Education,” Cullen Geiselman Muse, chair of The Cullen Trust for Health Care, says in a news release. “We cannot wait to see what new beginnings will come from inside the Lillie and Roy Cullen Tower.”

The Baylor campus is next to Texas Medical Center’s Helix Park, a 37-acre project. Rendering courtesy of BCM

The Lillie and Roy Cullen Tower is set to open in 2026. The 503,000-square-foot tower is the first phase of Baylor’s planned Health Sciences Park, an 800,000-square-foot project that will feature medical education and research adjacent to patient care at Baylor Medicine and Baylor St. Luke’s Medical Center on the McNair Campus.

The Baylor campus is next to Texas Medical Center’s Helix Park, a 37-acre project that will support healthcare, life sciences, and business ventures. Baylor is the anchor tenant in the first building being constructed at Helix Park.

“To really change the future of health, we need a space that facilitates the future,” says Dr. Paul Klotman, president, CEO, and executive dean of Baylor. “We need to have a great building to recruit great talent. Having a place where our clinical programs are located, where our data scientists are, next to a biotech development center, and having our medical students all integrated into that environment will allow them to be ready in the future for where healthcare is going.”

In the 1940s, Lillie and Roy Cullen and the M.D. Anderson Foundation were instrumental in establishing the Texas Medical Center, which is now the world’s largest medical complex.

“Baylor is the place it is today because of philanthropy,” Klotman says. “The Cullen family, the M.D. Anderson Foundation, and the Albert and Margaret Alkek Foundation have been some of Baylor’s most devoted champions, which has enabled Baylor to mold generations of exceptional health sciences professionals. It is fitting that history is repeating itself with support for this state-of-the-art education building.”

The Cullen Foundation donated $30 million to the project. Rendering courtesy of BCM

5 most popular innovation stories in Houston this week

what's trending

Editor's note:Another week has come and gone, and it's time to round up the top headlines from the past few days. Trending Houston tech and startup news on InnovationMap included overheard advice from corporates to startups, a rising hub for innovation at UH, and more.

University of Houston plans to build new central campus innovation hub

The University of Houston will construct a new hub for innovation on its main campus. The building is planned to be adjacent to the M.D. Anderson Library. Photo via uh.edu

Over a year ago, the University of Houston got the greenlight from the state of Texas to create a central hub for innovation on campus, Ramanan Krishnamoorti, vice president of energy and innovation at the University of Houston, tells InnovationMap.

“We asked the state two years ago for appropriations to create an innovation hub at the University of Houston,” Krishnamoorti says on this week's episode of the Houston Innovators Podcast. “We are now in the process of creating an innovation hub central to the campus at the University of Houston."

While the project is still in its early stages, the university has revealed some details on the building, which is slated to open in 2025 next to the M.D. Anderson Library on UH's main campus. It will be around 70,000 square feet and will house a makerspace, the Cyvia and Melvyn Wolff Center for Entrepreneurship, the Energy Transition Institute, innovation programs, and Presidential Frontier Faculty labs and offices. Read more.

Overheard: What Houston corporates are looking for from startups

At its annual Activation Festival, the Ion hosted a conversation about the relationship between corporates and startups. Photo courtesy of Shannon O'Hara/the Ion

Hundreds of innovators from Houston and beyond flocked to the Ion's annual Activation Festival, and one of the topics discussed at the series of programming was the relationship between corporates and startups.

One of Houston's points of pride is having the third most Fortune 500 companies headquartered here, but how can the city's innovation ecosystem take advantage of that market? And, on the other side of it, how can corporates make the most of Houston innovators?

At a panel on May 17 entitled "Corporate-Startup Partnerships: How to Build Them, Sustain Them, and How They’re Key to Fast-Tracking Innovation and Growth," three corporate leaders explained how they navigate relationships with startups and how cultivating these opportunities is key to the future of business. Read more.

Houston bank opens new innovation hub within its location in The Woodlands

The new space allows for Amegy Bank employees as well as North Houston innovators to work collaboratively. Photo via Amegy Bank

Amegy Bank renovated it banking center in The Woodlands to add a hub for innovation, technology, and entrepreneurship.

The office, located at 4576 Research Forest Dr., now houses a refurbished space from The Cannon, a co-working and entrepreneurship hub with locations across Houston. The Cannon creates and manages spaces where startup founders, business owners, investors, and more can meet on common ground to collaborate on their entrepreneurial endeavors.

“Amegy Bank has served the needs of business owners and families across Houston for over 30 years,” Amegy Bank-Houston President Dave Stevenson says in a news release. “The banking center’s refreshed design, with The Cannon onsite, will revolutionize North Houston’s access to localized financial resources tailored for entrepreneurs and small-to-mid-size businesses."Read more.

How this Houston-based studio is tackling billion-dollar problems with internal innovation

Anu Puvvada, KPMG Studio leader, shares how her team is advancing software solutions while navigating hype cycles and solving billion-dollar-problems. Photo courtesy of KPMG

In 2021, KPMG, a New York-based global audit, accounting, and advisory service provider, formed a new entity to play in the innovation space. The Houston-based team finds innovative software that benefit KPMG's clients across industries.

"We're really focused on transformative businesses that we can offer our clients in the next three to five years to solve fairly large problems," Anu Puvvada, KPMG Studio leader, tells InnovationMap.

Now, almost two years later, KPMG Studio has spun out its first company, AI-based security startup Cranium, which has raised $7 million in a seed round led by SYN Ventures with support from KPMG.

Established to advance internal innovation, KPMG Studio's technologies don't always get spun out into startups like Cranium, but with support of the team, the early-stage ideas receive guidance from the company's resources with the potential to be rolled into KPMG's suite of services for its clients. Read more.

Houston startup with revolutionary battery technology opens new labs

TexPower's founders — Board Chairman Arumugam Manthiram, CTO Wangda Li, and CEO Evan Erickson, respectively — celebrated the opening of the company's new lab space. Photo courtesy of TexPower

A Houston startup founded off research out of a Texas university has cut the ribbon on its new lab space.

TexPower EV Technologies Inc. celebrated the opening of its 6,000-square-foot laboratory and three-ton-per-year pilot production line at a ribbon-cutting event last week. The Northwest Houston site is located at 6935 Brittmoore Rd.

The new space will help the company further commercialize its cobalt-free lithium-ion cathode, lithium nickel manganese aluminum oxide (NMA). The technology is game changing for the electrification of the United States, including the rapid adoption of electric vehicles.

Currently, the country is experiencing a supply chain crisis, says Evan Erickson, co-founder and CEO of the company, at the event. Most of the world's cobalt, a material traditionally used in lithium-ion cathodes, is sourced primarily from the Congo and refinement is mostly controlled by China, he explains.

For these reasons, Cathodes are the most expensive component of lithium-ion batteries. But TexPower has a unique technology to solve this supply chain issue, and now with its new labs, is one step closer to commercialization of its materials. Read more.

Texas angel investor group expands to make impact in Houston

angels flying in

An angel investment network founded in Austin has announced its entrance into the Houston market.

SWAN Impact Network, which focuses on funding early-stage, impact-driven startups, announced that Houston will be its next market expansion. Founded in 2016, the organization expanded to Dallas two years ago. Now, SWAN is hitting the Bayou City and is actively looking for potential angel investors to join its network.

"Houston is the logical place for us to go because a lot of our deep expertise we developed is grounded around life science, health and wellness, and environmental," Bob Bridge, executive director of SWAN, tells InnovationMap. "There's a lot of people in Houston in the spaces where we've spent most of our time and money."

SWAN, originally founded as the Southwest Angel Network, has grown from several investors to over 80 across Texas. The investors, who meet virtually, range from former entrepreneurs, seasoned investors, and first time angels.

Valerie Tompson, who's serving as the Houston market lead, is an example of someone who was drawn to SWAN's mission, even though she had never invested in startups before.

"I was intrigued by the idea of being able to invest in companies that are making a difference in the world — and it's not a charitable donation," she says, explaining that joining a network allowed for her to learn the ropes and understand the process.

Bridge says they are looking to add 20 Houston investors over the next year. He says they are also interested in adding on volunteer analysts to help in the diligence work of the group. Whether you're a frequent investor or just interested in learning more, SWAN's door is open.

"We encourage new angels not to invest at first — go with us for a ride for six months, learn how we think about companies, see a bunch of companies pitch," Bridge says. "Once they start to get the comfort level up, then they can start making investors. We're very much about helping new angels get comfortable."

Currently, SWAN has two Houston startups — Scriptly Rx and Eisana — in its investment portfolio. In addition to the investor network, SWAN, a nonprofit organization, also has its SWAN Impact Philanthropic Fund that also invests in impact-driven businesses.

SWAN is hosting an event at the Ion on Wednesday, May 31, at 6 pm to celebrate its new Houston expansion, as well as to host a panel discussing impact investing. The event is free to attend, and registration is open.

Valerie Tompson, Houston chapter lead, and Bob Bridge, executive director, will be at the May 31 event. Photos courtesy of SWAN

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