The Washington-based Public Technology Institute (PTI) has released a guide to help local governments make the best use of citizen call centers. “Effective Technology and Management Practices for the Development and Implementation of Citizen Call Centers” covers the use of call manager telephony systems, CRM/work order systems and Web-based applications that can improve service delivery.
The guide presents an overview of call center implementations by five local governments and agencies: Corpus Christi, Texas; Greensboro, N.C.; Kansas City, Mo.; New York; and the New York City Housing Authority. It was developed as part of PTI’s Citizen-Engaged Community Designation program, which encourages more public participation in government performance management.