Building a 311 System: a Case Study of the City of Minneapolis
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U. S. Department of Justice Office of Community Oriented Policing Services Building a 311 System: A Case Study of the City of Minneapolis Prepared by the City of Minneapolis in cooperation with The MACRO GROUP This report was prepared by the City of Minneapolis in cooperation with the MACRO GROUP, Inc. The federal project manager was Debra Cohen, Ph.D., of the U.S. Department of Justice Office of Community Oriented Policing Services (the COPS Office). This report was supported by Grant Number 2003-CK-WX-K060 awarded by the U.S. Department of Justice Office of Community Oriented Policing Services. The opinions contained herein are those of the author(s) and do not necessarily represent the official position or policies of the U.S. Department of Justice. References to specific organizations, products, or services should not be considered an endorsement of the product by the author(s) or the U.S. Department of Justice. Rather, the references are illustrations to supplement discussion of the issues. The Internet references cited in this publication were valid as of the date of this publication. Given that URLs and web sites are in constant flux, neither the author nor the COPS Office canouch v for their current validity. Building a 311 System: A Case Study of the City of Minneapolis Contents Contents 1. EXECUTIVE SUMMARY......................................................................................................................... 1 RESULTS MINNEAPOLIS ....................................................................................................................1 WHY 311? ..............................................................................................................................................1 CALLING 311 ........................................................................................................................................2 WHOM WE SERVE ...............................................................................................................................2 SERVICE REQUESTS ...........................................................................................................................2 KNOWLEDGE BASE ...........................................................................................................................2 INTERFACES WITH CITY SYSTEMS ..................................................................................................3 311 BUDGET .........................................................................................................................................3 311 CALL CENTER BUILD-OUT .........................................................................................................3 MARKETING AND EDUCATION ......................................................................................................3 EFFECT ON 911 ...................................................................................................................................4 HOMELAND SECURITY .....................................................................................................................4 Minneapolis I-35W Bridge Collapse ................................................................................................4 EFFECT ON POLICING ......................................................................................................................5 LESSONS LEARNED ...........................................................................................................................6 SUMMARY STATISTICS FOR 2006 .......................................................................................................7 2. 311 INITIATIVE OVERVIEW ................................................................................................................ 10 311 INITIATIVE DESCRIPTION ....................................................................................................... 10 The Evolution of 311 .................................................................................................................... 10 Minneapolis’ Comprehensive Approach to 311 ............................................................................... 12 NEEDS AND GOALS OF THE 311 SYSTEM ..................................................................................... 13 How 311 Goals, Objectives, and Deliverables Have Been Met ......................................................... 16 POPULATIONS SERVED BY 311 ....................................................................................................... 18 Citizens ......................................................................................................................................... 18 Businesses and their Employees ..................................................................................................... 19 Visitors ......................................................................................................................................... 19 INITIATIVE TIMELINE ..................................................................................................................... 19 Background ................................................................................................................................... 19 Yearly Timelines ............................................................................................................................ 20 PARTICIPATING AGENCIES ............................................................................................................ 25 CALL MANAGEMENT ....................................................................................................................... 26 311 and 911 Call Coordination ....................................................................................................... 26 Minneapolis 311 Call Center–Online Instructions ........................................................................... 27 Minneapolis 911 Emergency Commuications Center–Online Instructions ........................................ 27 Minneapolis 311 Call Center Call Management Flow–Illustration ........................................................ Call Management Flow for the Minneapolis 911 Emergency Communications Center–Flowchart ......... 3. 311 CITIZEN RELATIONSHIP MANAGEMENT (CRM) SYSTEM ................................................. 30 SERVICE DELIVERY IN THE CITY OF MINNEAPOLIS ................................................................ 30 Example 1: Police E-Reports Service Request ............................................................................... 31 Example 2: Abandoned Vehicles ................................................................................................... 39 Example 3: Impound Lot .............................................................................................................. 49 Example 4: Requests for Information/Knowledge Base ................................................................. 52 Interfaces ...................................................................................................................................... 54 Example 5: Sidewalk Database Interface ........................................................................................ 54 Example 6: House Inspections KIVA Interface .............................................................................. 55 Example 7: Animal Control CHAMELEON Interface ................................................................... 56 ii Contents CALL TRACKING AND ROUTING .................................................................................................. 59 311 Opportunities ......................................................................................................................... 59 EQUIPMENT AND SOFTWARE PURCHASES ................................................................................. 62 311 Call Center Costs .................................................................................................................... 62 Original and Revised Start-Up Costs ............................................................................................... 62 Work Station Specifications ............................................................................................................ 63 Power Requirements ...................................................................................................................... 65 Diagram of Technical Infrastructure .............................................................................................. 65 Cabinet and Rack Layout ............................................................................................................. 66 311 Call Center Data Center and Telecommunications Room ........................................................ 67 4. 311 CALL CENTER ................................................................................................................................ 68 311 FACILITY BUILD-OUT ................................................................................................................ 68 Location........................................................................................................................................ 68 Time Frame .................................................................................................................................. 69 Furniture and Design ....................................................................................................................