Merrimack Valley Planning Commission Survey of Massachusetts 311 Centers Survey Questions Malden Newton Springfield Somerville City Population 59,450 85,146 153,060 75,754 Up and Running - Opened in 2008-in Opened in 2005 - in 311 Center Status In Progress but new operation 5 years operation 8 years Nationally ...begun because of Call center handles recognized 311 call a "need for all calls to city hall center operation, improved customer and is the primary "fairly low-end call handling 20 depts. Description service.." The City source and contact center operation" (most suitable for hopes to expand for 18 depts. comparison). the system when staff and use staff and use budget allows. a language service. a language service. Weekdays: Hours of Unknown 5:00 and Tuesdays 7:00-4:30 24 hours a day Operation 8:30-8:00 CRM Software Gov-QA Gov-QA Intelligov Intelligov Began with 3 people and 3 people currently currently have 10 Not determined at 10 Full time Staff employed by the full time employees this time employees City and 4 on-call or temporary employees 150-200/day or or Volume of calls Unknown 39,000 to 95,000/year 52,000/year Costs: Start-up $12,000 $14,000 $90,000 $50,000 Currently per $400,883 $530,000 (includes n/a $17,000 year staff) staff) $180,000-220,000 Staff Unknown Included above Included above (estimated)
Merrimack Valley Planning Commission Survey of Massachusetts 311 Centers Survey Questions Malden Newton Springfield Somerville City Population 59,450 85,146 153,060 75,754 311 Center Status In Progress Up and Running - but new Opened in 2008-in operation 5 years Opened in 2005 - in operation 8 years Description "fairly low-end call center operation" ...begun because of a "need for improved customer service.." The City hopes to expand the system when budget allows. Call center handles all calls to city hall and is the primary source and contact for 18 depts. staff and use a language service. Nationally recognized 311 call center operation, handling 20 depts. (most suitable for comparison). staff and use a language service. Hours of Operation Unknown Weekdays: and Tuesdays 8:30-8:00 7:00-4:30 24 hours a day CRM Software Gov-QA Gov-QA Intelligov Intelligov Staff Not determined at this time 3 people currently employed by the City 10 Full time employees Began with 3 people and currently have 10 full time employees and 4 on-call or temporary employees Volume of calls Unknown 150-200/day or 39,000 to 52,000/year or 95,000/year Costs: Start-up $12,000 $14,000 $90,000 $50,000 Currently per year n/a $17,000 $400,883 staff) $530,000 (includes staff) Staff Unknown $180,000-220,000 (estimated) Included above Included above 5:00
311Feasibility.docx