Spotlight
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It is in this spirit of innovation that the city started its 311 Call Center. In
the late 90’s, the City of Hampton, Virginia, launched a strategic planning
process with involvement from citizens, businesses and employees. One
theme that kept coming up over and over again, was the idea of having
one number to call for everything; one number that residents could call
when it was convenient for them, not just 8 to 5 Monday thru Friday
when the city was typically open for business. And the person that
answered that one number could do everything: they could answer
questions, put in service requests and deliver outstanding customer
service to boot!
From this idea, the City of Hampton 311 Customer Call Center was born
and on September 13, 1999, opened its doors and took its first call. The
Call Center was created with only two new positions, reallocating the
other nine positions from existing city departments. City departments
were interviewed and asked to provide their frequently asked questions
and the services they provided, including a service delivery time.
Coming up on its tenth anniversary, the call center is pivotal to the city's
overall strategy to redesign the way the city does business with a
comprehensive, integrated approach to customer service – we like to call
Customer Delight. Visit our website at www.hampton.gov/311/ to learn
more about the Call Center and then take some time to explore the City
of Hampton on the web at http://hampton.gov/.
the late 90’s, the City of Hampton, Virginia, launched a strategic planning
process with involvement from citizens, businesses and employees. One
theme that kept coming up over and over again, was the idea of having
one number to call for everything; one number that residents could call
when it was convenient for them, not just 8 to 5 Monday thru Friday
when the city was typically open for business. And the person that
answered that one number could do everything: they could answer
questions, put in service requests and deliver outstanding customer
service to boot!
From this idea, the City of Hampton 311 Customer Call Center was born
and on September 13, 1999, opened its doors and took its first call. The
Call Center was created with only two new positions, reallocating the
other nine positions from existing city departments. City departments
were interviewed and asked to provide their frequently asked questions
and the services they provided, including a service delivery time.
Coming up on its tenth anniversary, the call center is pivotal to the city's
overall strategy to redesign the way the city does business with a
comprehensive, integrated approach to customer service – we like to call
Customer Delight. Visit our website at www.hampton.gov/311/ to learn
more about the Call Center and then take some time to explore the City
of Hampton on the web at http://hampton.gov/.
