What is 3-1-1?

In 1997, the Federal Communication Commission (FCC) authorized the use of 3-1-1 as an easy-to-use three-digit telephone number for local governments throughout the country to provide callers with access to non-emergency government information and services.

Like 4-1-1 and 9-1-1, 3-1-1 call centers employ highly-trained, professional operators in a formal environment to answer questions, accept and forward requests for service, and, when necessary, conduct follow-up to ensure a request was addressed to the caller’s satisfaction.

The benefits offered by 3-1-1 include:

• Easy, one-stop access to government services
• Increased level of customer service
• Consolidation of call center functions into one location
• Streamlined ability for local government agencies to respond to unanticipated events (e.g. severe weather, wild fires, terrorist threats)
• Ability to track service requests
• Removing the burden of call center functions from individual departments
• Increased accountability

What services can 3-1-1 provide?

The services that can be provided by 3-1-1 are limited only by the imagination and requirements of each local government providing the service. There are a number of models that may be implemented based on specific requirements and the mission statement of the 3-1-1 Call Center. However, the most common information and services provided are typically related to:

• General requests for information (telephone numbers, hours of operation, etc)
• Anumal Services
• Public Works
• Code Enforcement
• Neighborhood Services
• Zoning
• Permitting
• Solid Waste Management

What will 3-1-1 cost?

The true answer to this question depends on each local government’s requirements and the levels of current services. There will typically be upfront costs associated with creation of a 3-1-1 Call Center such as networking, software and hardware, equipment, training, etc. as well as operational expenditures. However, there is also an opportunity to capitalize on current resources since local governments are usually already providing customer service and accepting requests for services at the individual department level. By reallocating and capitalizing upon existing resources (technological, human, and capital), the benefits of creating a 3-1-1 Call Center may result in actual savings in the long run.

Why use a 3-1-1 system?

Government agencies are organized into a myriad of departments with multiple telephone listings in the “blue pages.” The typical caller is not familiar with the intricacies of these organizational structures and often become frustrated with the efforts involved in obtaining information, reporting problems (pot holes, traffic hazards, etc), and obtaining needed services. Implementing a 3-1-1 Call Center takes the guess work out of contacting the government. One easy-to-remember telephone number handles all questions and requests.

A 3-1-1 Call Center also holds added potential benefits including:

• Reducing non-emergency calls to 9-1-1 operators, freeing them to handle emergency calls
• Interoperability with other agencies during times of natural and man-made emergencies
• Serving as a call center for areas stricken by disaster until they can rebuild or obtain the appropriate resources and infrastructure