Our Solutions

311 Public Services Intake

Winbourne & Costas, Inc., provided 3-1-1 planning and design services to a number of the largest jurisdictions in the U.S.  Our consultants are among the industry's most experienced in planning and implementing 3-1-1 systems.

Designing and implementing 3-1-1 takes more than software and hardware. Considering, planning and/or building a 3-1-1 approach is a "transformational" undertaking for any government. The initiative requires changes to not only the "front-end" citizen access to services but more importantly a reengineering of the "back-end" service delivery process by line agencies.

Improving service delivery along the entire "chain of delivery" is becoming an increasingly critical issue for public officials who are responsible to citizens with an ever rising service expectation level. 3-1-1 is a solution that provides a basis to meet those expectations.

3-1-1 Best Practices

Using best practices is a key element for planning, implementing and managing a 3-1-1 system. Winbourne & Costas, Inc. consistently surveys best practices in 3-1-1 operations, technology, training, funding, process management, organization and personnel.

3-1-1 Call Centers

As the point of intake, and the initial point of contact with the citizen, the call center is a critical node in the delivery of service.  Limited wait times, accurately handling or recording the citizen requests are the basis for a satisfied citizen. Our experiences in setting up 3-1-1 call centers requires a major focus on the process of call handling and recording, including the staffing, procedures and technology required to make these processes effective.

3-1-1 Clients:

3-1-1 Case Studies

 

3-1-1 Consulting Services

    • Develop, design and manage 3-1-1 Public Services Intake Centers.
    • Technology review and planning, integration and installation
    • Benchmark best practices
    • Reengineer operational processes
    • Provide back-up facility planning and implementation for 3-1-1 operations
    • Perform organizational analysis
    • Develop policies, regulations and organizational analysis
    • Conduct staffing assessments and qualifications
    • Assess non-emergency processes and standard operating procedures
    • Define procedures for telephone routing