Rob Smyth's Blog

One of the key things when taking a call is getting the caller to the right department.  This is a snapshot of how New York did it and includes their ability to now re-route correctly to over 100 Police Departments.  I particularly enjoyed their new found ability to data mine across the city that let them discover an hitherto undiscovered issue: 

After processing the data through the new computer system supporting the 311 service, it was clear that churchgoers were ignoring parking regulations. The city was able to initiate efforts to keep both the affected residents and church attendees happy.