Groundbreaking NYC 311 Customer Service Center Receives 100 Millionth Call With Support from Accenture
Major Milestone Follows Recent Expansion of NYC 311 Online
NEW YORK; May 10, 2010 – New York City’s 311 Customer Service Center officially received its 100 millionth call today since its inception, according to City officials and Accenture (NYSE: ACN).
“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.”
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 more than 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.
In addition to the 311 hotline, Accenture also helped New York City launch 311 Online in 2009 to provide Internet access to nearly 4,000 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.
New capabilities added to 311 Online in January 2010 include:
- Universal Intake: allows 311 Online to handle additional complaints online for the highest volume of complaint types
- Online Facility Finder: provides the ability to search and locate City and Health and Human Service (HHS) facilities and integration with 311 Online services and New York City’s GIS/Mapping technology
- Google Translate: provides translation of 311 Online to more than 30 languages
- My311: allows customers to customize a Web page based on information and services with which they are most concerned
Accenture is a global management consulting, technology services and outsourcing company, with more than 181,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. Accenture is committed to being a good corporate citizen – dedicated to minimizing its environmental impact and helping individuals around the world build skills that enable them to participate in and contribute to the economy. The company generated net revenues of US$21.58 billion for the fiscal year ended Aug. 31, 2009. Its home page is www.accenture.com.