Scaling Your 311 Contact Center: A Government Leader’s Guide to Innovation, Efficiency, and AI-Driven Success

Synopsis

In "Scaling Your 311 Contact Center: A Government Leader’s Guide to Innovation, Efficiency, and AI-Driven Success," Rosetta Carrington Lue provides a strategic roadmap for government leaders seeking to transform their 311 contact centers into technology-driven hubs of public service. This guide addresses the evolving expectations of citizens by detailing how to leverage innovative technologies like cloud-based solutions, chatbots, and AI-powered tools to modernize service delivery, streamline workflows, and enhance citizen engagement. Ideal for city managers, CIOs, and digital transformation leaders, this book offers actionable strategies for optimizing resource allocation, improving service impact, and future-proofing 311 services. Through real-world case studies and step-by-step frameworks, readers will discover best practices for achieving performance efficiency, fostering citizen engagement through proactive outreach, and harnessing data-driven insights to make informed decisions. The book explores the revolutionary potential of AI and automation, including natural language processing and virtual agents, in reshaping 311 operations. Ultimately, this guide equips government leaders with the knowledge and tools necessary to drive measurable improvements in community satisfaction and operational resilience, ensuring faster, smarter, and more citizen-centric solutions.