311 for Cities: Switching to 311 from a Seven-Digit Non-Emergency Line

How To, Guide, or Manual National Resource Network April 10, 2015 Finance + Operation

In April 2015, a city submitted a request through the National Resource Network’s 311 for Cities feature regarding the possibility of switching to a 311 number from their exiting seven-digit non-emergency number. The Network connected city officials the 311/CRM Director at ICMA, to discuss the benefits, challenges, and cost of transitioning to a three-digit non-emergency number; the attached is a brief summary of an hour-long conference call discussing the issue.

ICMA’s staff was able to provide in-depth support to the inquiring city, covering topics such as anticipated volume of calls; staffing implications; integration of customer relationship management systems; creating additional non-emergency channels (e.g. web-based forms); and appropriate call center management.

311 for Cities launched with the Network in 2014 and – at its peak – was available to more than 600 cities around the country. Local government staff in these communities could submit a question on any challenge they were facing and the Network team would develop a written response highlighting recent research, relevant case studies and best practices. This is one of those responses. The Network no longer offers 311 for Cities, but please contact us at info@nationalresourcenetwork.org if you think we can be of help to your community.

311 for cities emergency phone

311 for Cities: Switching to 311 from a Seven-Digit Non-Emergency Line