Abstract

Integrating GIS into a 311 Call Center
Track: State and Local Government
Author(s): Brett Flodine, Randi Pickford

The City of Hartford implemented a 311 Call Center in 2006 to provide better customer service to the City's constituents. The City currently has an enterprise GIS which is supported by SDE. The GIS system ties together multiple external databases including assessment data. This allows addresses, owner / property information, street assets, and intranet mapping to support the Call Center staff. All of the 311 calls for service are matched to a corresponding address point that is maintained in our SDE database. As the call taker receives a call from a citizen, the database is searched for an address point in our GIS system; this allows us to tie the calls for service to a spatial location on the ground. This presentation will describe the process we went through to integrate our 311 system with our GIS system, and the benefits it has provided us with.

Brett Flodine
City of Hartford
260 Constitution Plaza
Hartford , Connecticut 06103
United States
Phone: 860-757-9444
Fax: 860-722-6014
E-mail: bflodine@hartford.gov

Randi Pickford
City of Hartford
260 Constitution Plaza
Hartford , Connecticut 06103
United States
Phone: 860-757-9470
Fax: 869-722-6014
E-mail: rpickford@hartford.gov