The City of Portland took another big step forward in creating better customer service systems on Wednesday, October 10, when the Council unanimously passed my Resolution agreeing to work to establish a one-call-does-it-all 3-1-1 non-emergency number and process. The Resolution is posted here. The action items are:
* City leadership will support a citywide effort to look at current service delivery efforts and how these efforts could be improved with the implementation of a 311 and common customer relationship management system;
* The Bureau of Emergency Communications and Commissioner Fritz will form a citywide advisory committee, made up of staff and community members, to ensure that City bureaus’ needs and concerns, as well as those of the community at large, are addressed;
* The citywide advisory committee will work with the 311 steering committee and the consultant in devising an implementation plan that ensures a successful organization wide implementation;
* The City will learn from best practices of those cities that have already implemented 311 systems while tailoring our approach to the individual needs of our city and its community members
In other words, we're not going to re-invent the wheel, and we want community members to be integral to planning and implementing the system that is responsive to community needs. If you're interested in volunteering, please contact Tim Crail.
I am very pleased the entire Council supports implementing 3-1-1. Mayor Adams had to miss the vote, but is solidly in favor. Like establishing the Office of Equity and Human Rights and carrying out its mission, the 3-1-1 system development and implementation will require active participation by all members of Council and by every bureau to create a successful, efficient and responsive service. The 3-1-1 project is another strategy to make the Commission form of government work better for everyone.