TY - GEN
T1 - Building understanding of municipal service integration
T2 - 46th Annual Hawaii International Conference on System Sciences, HICSS 2013
AU - Nam, Taewoo
AU - Pardo, Theresa A.
PY - 2013
Y1 - 2013
N2 - A 311 system provides quick and easy access to non-emergency municipal services and information through a consolidated channel. This study explores the operation of 311 contact centers in New York and Philadelphia and identifies critical success factors and challenges of municipal service integration. Having the right technology at the right time is identified as a critical technological factor. While the lack of technical interoperability between a 311 system and departmental legacy systems is a major barrier to connecting a variety of systems, human agents fill the middle ground so that training for qualified agents is crucial for their role. Inter-agency coordination and collaboration is pivotal to creating and updating service level agreements and knowledgebase. However, turf protection raises cross-organizational concerns. The executive support and political champions help resolve interdepartmental conflicts.
AB - A 311 system provides quick and easy access to non-emergency municipal services and information through a consolidated channel. This study explores the operation of 311 contact centers in New York and Philadelphia and identifies critical success factors and challenges of municipal service integration. Having the right technology at the right time is identified as a critical technological factor. While the lack of technical interoperability between a 311 system and departmental legacy systems is a major barrier to connecting a variety of systems, human agents fill the middle ground so that training for qualified agents is crucial for their role. Inter-agency coordination and collaboration is pivotal to creating and updating service level agreements and knowledgebase. However, turf protection raises cross-organizational concerns. The executive support and political champions help resolve interdepartmental conflicts.
UR - https://www.scopus.com/pages/publications/84875505553
U2 - 10.1109/HICSS.2013.123
DO - 10.1109/HICSS.2013.123
M3 - Conference contribution
SN - 9780769548920
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
SP - 1953
EP - 1962
BT - Proceedings of the 46th Annual Hawaii International Conference on System Sciences, HICSS 2013
Y2 - 7 January 2013 through 10 January 2013
ER -