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Insgesamt 39420118

Sonntag, 28.04.2024
eGovernment Forschung seit 2001 | eGovernment Research since 2001

Einheitliche Behördenrufnummer

  • USA: California: San Jose Upgrades 911 Call Center Technology

    As 911 call centers begin adding new technologies like IP radio and next-generation 911 (NG911) services -- the ability to receive multimedia input like text and video from citizens -- they are being forced to consider new solutions to record and store calls and information they receive.

    In 2009, the San Jose, Calif., Police Department upgraded its call center technology to improve redundancy and simplify retrieval of recordings, which can provide critical evidence in criminal cases. While the department has yet to deploy NG911 in its call center, these capabilities will be added in the future. So the current information management upgrade also prepares the department to capture and preserve multimedia content.

  • USA: Florida: Miami 311 Goes Online, Keeps Phone Calls

    Miami residents still must dial 311 to report non-emergency problems like potholes, missed trash pickup or broken streetlights. But now they -- and Miami city employees -- can go online, view "problem areas" and track their requests.

    Launched in early March, Miami 311 pulls data from the telephone-based system and displays it on an online map. Residents can view an average of 4,500 issues in progress on the map instead of a list and filter searches based on type of request, date, district and status, according to Stuart McKee, Microsoft national technology officer. Using the Microsoft Azure cloud platform, Bing mapping and Silverlight, Miami 311 was created by two people over an eight-day-period, with no up-front costs, according to a city press release.

  • USA: Minnesota: Benton County offers emergency calls

    Benton County will start using a reverse 911 system to alert residents about dangers in the county.

    The Emergency Mass Notification System will notify residents of severe weather and crime alerts from the sheriff’s office and police departments.

    Phone numbers for the alerts are taken from public records. Residents who have an unlisted number or use cell phones as their main number can register to receive the notifications.

  • USA: New 911 Dispatch System in Missouri Cuts Call Times

    For emergency responders, the slightest delays could be the difference between life and death. In light of that simple fact, Missouri's Polk County Emergency 911 Center recently replaced its limited computer-aided dispatch (CAD) system to improve efficiency in the field.

    After going live this summer, the center's new CAD system from Global Software Corp. gives dispatchers access to address histories, records from law enforcement agencies and lists the availability of officers and units. Perhaps the biggest upgrade is the map-based software, which traces landline calls for dispatchers and triangulates cell phone calls within three meters.

  • USA: New York City 311 System Takes 100 Million Calls

    New York City's customer service system took its 100 millionth call this week, with Mayor Michael Bloomberg answering the call live from the city's 311 facility.

    The system, which is available by phone and through the Web, was launched by Bloomberg's administration in March 2003, and designed with support from Accenture.

    According to the mayor's office, the 311 Customer Service Center has exceeded industry standards by handling more than 100 million calls, with 87 percent of calls answered in 30 seconds or less, at an average answer speed of 15 seconds. Open year-round 24/7, the call center takes more than 50,000 calls per day.

  • USA: New York City Streamlining 911 Call Taking Process

    New York City is undertaking an initiative to streamline its call taking process when a citizen dials 911. Under the old process, when someone called 911, a police department call taker would get the person's information and determine what type of incident he or she was reporting. If it pertained to a fire, a conference call was initiated with the fire department and the same information was repeated. Then the fire department representative would forward the information to a dispatcher who would deploy the appropriate response.

  • USA: Reverse 911 System Goes Live in Cameron County, Texas

    In the case of an emergency, local officials in Cameron County, Texas, want to warn residents ahead of time.

    To do so, the county implemented the Reverse 911 emergency notification system, designed to improve countywide alerts about severe weather, hazardous material incidents, natural disasters, fires and public health threats.

    Managed by the Cameron County Emergency Communication District (CCECD), emergency management coordinators believe the technology will expedite public safety responses in Cameron County, and help residents avoid the common problems that plague cities during catastrophes.

  • USA: San Francisco and Partnering Cities Launch 311 Open Source

    Mayor Gavin Newsom announced on Wednesday, March 3, the launch of a unified open source standard enabling any local government to connect its 311 system to social networking sites like Twitter and Facebook.

    The Open311 API (Application Programming Interface) project combined the efforts of San Francisco, Los Angeles, Boston, Seattle and numerous other cities, which will all have access to the Open311 later next week.

  • USA: The Past, Present and Future of 911 Systems

    Bob Oenning is the administrator of the Washington State Enhanced 911 Office, a position he has held since the program’s inception in 1993. The E911 Office’s ongoing programs continue to strengthen and define the quality of service to include improving the accuracy of location-capable 911 services to wireless customers and system upgrades to accommodate new technologies and private telephone systems.

    These upgrades include implementation of next-generation 911 using advanced Internet protocols for 911 call delivery, data management and potentially the future integration of social media.

  • USA: Why Do You Need a 311 Contact Center?

    A 311 call-center model has emerged as a proven standard for municipal communications in numerous cities throughout the world. There are many reasons why a 311 contact center is a critical component in the efficient delivery of effective e-government. For example, opportunities exist to divert calls from the 911 emergency call center, improve citizen service, and better manage costs and budgets.

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