CABA Information Series

IS-2008-141: 311: The Next Wave

This report from Harvard University explores a telecommunications method for government agencies to communicate with citizens.  “311” is a telephone exchange reserved nationwide for non-emergency calls to the government.  It can become a single portal for citizens to access government services.  Possible benefits and problems with the 311 system are discussed.  A key issue is proper training at the 311 call-center.






















(Adobe PDF File)