New York City’s 311 Customer Service Center officially received its 100 millionth call today since its inception, according to City officials and Accenture. The Bloomberg administration launched the 311 Customer Service Center in March of 2003 to provide easier access to non-emergency services in a cost-effective manner. The 311 service consolidated more than 40 separate call centers and hotlines, encompassing 11 pages of government listings in the City phone book, into one easy-to-remember number. The 311 Customer Service Center handles approximately 50,000 calls daily and has become a model for non-emergency call centers around the world. The City worked with Accenture to launch the Center and has continued to work with the firm to operate and further develop the 311 system.“The City has achieved an almost unimaginable milestone and we want to congratulate Mayor Bloomberg, City officials and 311 staff who made it possible for the nation’s largest 311 service to field its 100 millionth call,” said Stephen J. Rohleder, group chief executive of Accenture’s Health & Public Service operating group. “Accenture is proud to support NYC 311, which has become a cornerstone of the ongoing transformation of New York City into a more open, efficient, and customer-friendly government under Mayor Bloomberg.”
In addition to the 311 hotline, Accenture also helped New York City launch 311 Online in 2009 to provide Internet access to more than 3,000 City services. In January 2010, additional 311 Online enhancements were developed to further ease customer access to City services and to generate performance data to help the City analyze and respond to residents’ top concerns.
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