Goal
Integrated workflow management
Higher level of service with existing resources
Standardized knowledgebase
Integrated collaborative tools
Distributed enterprise ownership
Reduction in non-emergency calls to 911
Information, service, status update
Future
June, 2005 -104 Project Human Services Call Center
September, 2005 -CRM RFP development
December, 2005 -311 Telco carrier meeting
January, 2006 -Release CRM RFP
July, 2006 -Begin enterprise CRM pilot
311~Call Centers