News release from the City of Fort Wayne:
City’s 311 Citizen Services Department Receives National Award
(March 14, 2013) – The City of Fort Wayne’s 311 Citizen Services department has received a national award from KANA Software.
Fort Wayne was recognized with a 2013 KANA Highly Commended Customer Award for Best Citizen Experience.
The City launched its 311 program in 2007. Services provided by 311 have continued to expand. In 2012, the department handled nearly 170,000 calls. The department currently assists 22 City departments.
The 311 service is part of an ongoing effort to make City government easier to access and more responsive to the needs of citizens, businesses and visitors. Through Citizen Services, the City engages with the public to make improvements, measures departmental service performance, and through the use of innovation, collects community voice, which empowers citizens to help drive change.
Last year, 311 was honored as one of the top 100 small call centers in the U.S. by BenchmarkPortal.