City of Memphis Revolutionizes Citizen Services with Cutting-Edge Technology Upgrade for 311

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City of Memphis Revolutionizes Citizen Services with Cutting-Edge Technology Upgrade for 311

The City of Memphis is proud to announce a significant transformation in its citizen services with a groundbreaking technological upgrade for the Mayor’s Citizen Service Center, known as 311. This initiative aims to enhance the experience for citizens.

311 is the non-emergency phone number and mobile application that empowers citizens to report various issues, from potholes and abandoned vehicles to high weeds on vacant lots, curbside trash, faulty traffic signals, and abandoned homes. It is a direct line of communication between the city and its residents, ensuring that issues are addressed promptly and efficiently without overburdening emergency lines or navigating through multiple municipal channels.

The old service request management system operated within an Oracle database and is integrated into an ESRI GIS database through Live Link. While functional, it has become increasingly apparent that this system had limitations, including an outdated workflow, multiple points of failure, intermittent sync issues, inaccuracies within the SeeClickFix(SCF) phone App, and communication challenges.

Recognizing the need for an advanced solution, the City of Memphis has chosen to leverage the powerful ESRI ArcGIS platform for mapping and spatial geographic information system analytics. This platform will serve as the backbone for a series of cutting-edge applications designed to revolutionize citizen services including:

• Real-time Operational Dashboards: Citizens and city staff will have access to real-time data, improving response times and service delivery.

• Internal Notifications for High-Priority Requests: High-priority issues will be flagged for immediate attention, ensuring rapid resolution.

• Chatbot: An AI-powered chatbot will assist citizens in navigating the 311 system and addressing common queries.

• Internal Escalation Process: A streamlined escalation process will ensure that complex issues are promptly routed to the right department for resolution.

• Improved Service Request In-Take Application: Citizens will experience a more user-friendly and efficient process for reporting issues.

• New Desktop Back-End Application: City staff will have a robust desktop application at their disposal for managing service requests.

“I believe that our 311 website is the digital gateway to superior customer service and enhanced citizen engagement, stated Interim Chief Information Officer Augustine Boateng.“It enables our community to request services and seamlessly report non-emergency issues. We are committed to leveraging technology to create a more connected and efficient city that serves the needs of all our residents.”

This initiative represents the City of Memphis’s commitment to delivering efficient and accessible citizen services, making it easier for residents to engage with the City of Memphis.

As the CIO, I believe that our 311 website is the digital gateway to superior customer service and enhanced citizen engagement. It enables our community to request services and seamlessly report non-emergency issues. We are committed to leveraging technology to create a more connected and efficient city that serves the needs of all our residents.”