Spotlight
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
Virginia Beach 3-1-1 Citizen Services began 24/7 operations in
September of 2004. Residents were able to dial 3-1-1 from landline
phones in April of 2006. Residents have a variety of ways they can
interact with Virginia Beach 3-1-1 Citizen Services, including phone,
email, online (live chats), radio and even walk-in interactions.
Virginia Beach’s 3-1-1 handles general city information calls as well as
department specific calls for animal control, real estate assessor, code
enforcement, and after hour calls for public utilities, public works,
landscape services, and other city services. In FY 2010, their total call
volume was 208K. They have 13 full time staff and 4 part-time
positions. Their current turnover rate is 18%, and their average talk
time is 1 minute, 18 seconds.
Virginia Beach 3-1-1 Citizen Services was the first municipality in
Virginia to implement Online Assistance (Live Chat) via their
government website as an additional communication tool to assist
citizen engagement. Since the implementation of this service in 2004,
it has increased from an average of 50 chats a month to an average of
2000 chats a month. In addition, the center handles the emergency
notification launches to citizens, which provides emergency related
messages such as hostage situations, missing persons, rabid animals,
etc….
Don’t miss the 2011 AGCCE Conference so that you can visit the
Virginia Beach 3-1-1 Citizen Services in person! The conference
will be held May 10, 11 and 12 in Hampton and Virginia Beach,
Virginia.
September of 2004. Residents were able to dial 3-1-1 from landline
phones in April of 2006. Residents have a variety of ways they can
interact with Virginia Beach 3-1-1 Citizen Services, including phone,
email, online (live chats), radio and even walk-in interactions.
Virginia Beach’s 3-1-1 handles general city information calls as well as
department specific calls for animal control, real estate assessor, code
enforcement, and after hour calls for public utilities, public works,
landscape services, and other city services. In FY 2010, their total call
volume was 208K. They have 13 full time staff and 4 part-time
positions. Their current turnover rate is 18%, and their average talk
time is 1 minute, 18 seconds.
Virginia Beach 3-1-1 Citizen Services was the first municipality in
Virginia to implement Online Assistance (Live Chat) via their
government website as an additional communication tool to assist
citizen engagement. Since the implementation of this service in 2004,
it has increased from an average of 50 chats a month to an average of
2000 chats a month. In addition, the center handles the emergency
notification launches to citizens, which provides emergency related
messages such as hostage situations, missing persons, rabid animals,
etc….
Don’t miss the 2011 AGCCE Conference so that you can visit the
Virginia Beach 3-1-1 Citizen Services in person! The conference
will be held May 10, 11 and 12 in Hampton and Virginia Beach,
Virginia.
Virginia Beach, Virginia |
