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Anaheim Improves Response Times with Service Request Management and 311


The City Improved How it Answered Requests and Was Able to Decrease its Response Times to 24 hours or Less

Editors Note: This blog is part of Accela’s collection of  customer case studies that highlight how governments are using Accela’s solutions to improve services for staff and residents.  Former Anaheim Mayor Curt Pringle declared in an annual address that customer service was his top priority for the City. Laying out a bold agenda, he conceived of a new program whereby the municipal government would be more responsive and accountable to resident needs. As City staff began to translate the mayor’s vision into a workable plan,… Continue reading

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Evanston 311: City Celebrates Five-Year Anniversary of Its Successful 311 Call Center

David Shaeffer
This post is part of our weeklong celebration of 311 Day on March 11th. Use the hashtag #Getthe311 to follow the celebration on Twitter. —- Earlier this month, the City of Evanston, Illinois, celebrated the five-year anniversary of its successful 311 call center. The success of the program can be summed up by this July article in the Chicago Tribune. Columnist Christine Wolf describes how, following an accident involving her son, Evanston 311 helped drive change that brought improved signage to a dangerous intersection. “Knowing I had someone to call about an issue important to me kept the lines of communication open and positive – a much-needed reminder for this working mom,” she wrote…. Continue reading

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