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AWWA ACE63163
- City of Charlotte 311 Call Center Implementation
- Conference Proceeding by American Water Works Association, 06/01/2006
- Publisher: AWWA
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This slide presentation outlines a project by the City of Charlotte, North Carolina, to implement a 311 customer service and information call center. The design process is outlined and lessons learned in three areas are outlined and include: Technology - disparate systems can impairoperations;Change Management - transferring existingstaff to new 24-hour function was difficult; and,Communication - relationships with back-enddepartments are critically important duringplanning and during on-going operations.
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