Tulsa's Long-Awaited 311 System is Live
After nearly a year and a half of delays, a new citizen reporting system is live in Tulsa.
The launch was delayed by various software problems. The bugs got so bad, the company the city bought the new system from flew in its two best engineers from the U.K.
Customer Care Center Director Michael Radoff said all of those problems are finally resolved.
"We got what we set out to get and it's doing what we wanted it to do, so I feel like we really did our job, and I feel good about the value we got out of it," Radoff said.
Tulsa311 has website, smart phone app, phone and live chat interfaces for citizens to report issues like potholes and high grass. It’s an improvement for call takers, too.
Tulsa311 agents will have access to a knowledge base "where they can go in and punch in a question in the knowledge base, put in a keyword in the knowledge base, and an article will come up to explain what the situation is about that particular department or what their process is so they can answer questions directly for the citizen," Radoff said.
The new system's launch isn’t the end of the road.
"Are there going to be enhancements that we're going to bring to the system? Absolutely," Radoff said. "We're going to try to make what we've got even more robust and do more things for us and serve more departments in a better way."
Between phone and software components, the entire upgrade cost around $2 million. The project came in under the original budget of nearly $2.5 million.