Sam Spade's San Francisco

San Francisco's 311 service recently served its 3-millionth customer since the service began in the Spring of 2007.

"Response to 311 has been overwhelmingly positive since we launched in spring 2007," said Mayor Gavin Newsom. "Continuous improvements and necessary additions to the 311 service mean time and money saved across departments. We are making city government more efficient and accountable for all residents."

The CRM system currently provides callers with a service request number so that they can track progress in fulfilling their request in real time. A new online tracking system will now allow the city departments to see the number and types of requests coming from residents so they can better respond to specific requests. SFMTA customers who use the new online service will now get automated confirmations of their filing, an immediate tracking number, and have the ability to check for status updates online as well.

"This new online tool will help our customers tell us what we are doing right and what we are doing wrong, and anything we can do to encourage that feedback helps us better manage Muni," said Nathaniel P. Ford, Sr., Executive Director/CEO of SFMTA.

Additionally, other new 311 capabilities include:

• The San Francisco Housing Authority’s maintenance reporting hotline is now handled by 311. Calls requiring emergency or urgent care are now handled by 311 operators where they are properly screened, monitored, and dispatched to Housing Authority staff. To date, over 2,200 calls have been taken. Due to proper screening, SFHA was able reduce overtime by 20%. Effective 04/21/08
• The 311 Customer Service Center now serves as a back up to the Department of Elections should City Hall be compromised during an election. Effective 06/03/08
• Through a partnership with the San Francisco Bicycle Coalition (SFBC), 311 provides monthly case status reports on requests reported by SFBC members. Effective 06/30/08
• 311 call operators will begin taking color curb requests. Effective 07/21/08
• Improved Department of Recreation and Park reporting and routing. Effective 07/05/08

The new CRM tool on the SFMTA website can be accessed at www.sfmta.com/selfservice.

Resources:
San Francisco 311 website
San Francisco's Hot New Website
Emergency Phone Numbers - City and County of San Francisco
SFGTV - San Francisco Government Cable TV
Taxicab Crooks and Scam Cabs in San Francisco - READ THIS WARNING!

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