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    3-1-1 Fact Sheet

    Incoming Calls
    (from October 1 -September 31)

    • FY 06-07 - 1.9 million calls
    • FY 05-06 - 1.5 million calls
    • FY 04-05 - 800,000 calls

    Types of Calls

    • 82% information
    • 9% Service Requests
    • 7% transfers or referrals

    Hours of Operation

    • Monday through Friday
      6 am - 10 pm

    • Saturday and Sunday
      8 am - 8 pm

    • 24-hour service for Emergency Activations

    Call Takers

    • 120 Miami-Dade 311 Specialist positions to provide information, take service requests and make referrals

    Supervision

    • 10 Call Center Supervisor positions

    Management

    • The GIC Assistant Manager oversees the Call Center Manager who directs the day-to-day operations of the Center.

    Knowledge Base

    • 7 Training Specialists positions to review, develop, and update Knowledge Base topics and train call takers on information used to serve citizens.

    Knowledge Base Topics

    • more than 5,000

    Different Types of Service Requests

    • more than 500

    Top 5 Service Requests

    1. Stray / Dog at Large
    2. Signs on the R-O-W
    3. Junk & Trash Overgrowth
    4. Dead Animal Pick-up
    5. Public Works - Signs and Signals 

    FY 06-07 Budget

    • $12 million

    Size of Call Center

    • 11,000 square feet - primary facility
    • 2,000 square feet - 2nd facility site

    Work Stations

    • 102 - primary facility
    •  39 - 2nd facility site

    Equipment

    Each workstation has a computer equipped with 2 flat screens, a wireless keyboard and mouse, and VoIP telephone with headset

    Software

    Motorola Contact Center 2.1, Motorola Customer Response System 3.10.3
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