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Citizen Engagement
Learn How the City of Albuquerque Uses Alexa to Serve Citizens
Albuquerque’s 311 system goes beyond traditional phone calls with online, mobile app and Alexa options. Did you know in 2018, Albuquerque became the first city to integrate Amazon Alexa with its 311 contact center?
Cities are Cracking Down on the Illegal Dumping Crisis
As a member of your community if you see evidence of illegal dumping notify your municipal leaders. Your are the eyes and hears of your community.
Making the Case for Prioritizing Government CX
The government holds a monopoly on certain citizen services, but that doesn’t exempt them from making the experience smooth.
Relying on the Outcomes: San Jose’s Digital Services Blueprint
My San Jose, the city’s premier 311 reporting app, is reflective of what impactful digital services can mean to a community.
Rats, Rodents and 311 Data
Call volume to 311 is the source for data-driven decisions and measurement of success in curbing the city rat race.
The Limits of Using Data in Decisions
I have often struggled in my work to fight against the notion that we need quantitative data as a precursor to believing the lived experiences of impacted people.
How to Restore Trust in Government with Information Technology
Trust in government is at an all-time low. Instead of large scale structural fixes, government should deploy IT solutions to build trust among the citizenry.
Learn How 311 Has Inspired Others Outside of Local Government
The success of 311-model continues to inspire and ignite innovation.
Bringing in an Innovative Workforce to Deliver Innovative Solutions
A new public sector workforce will usher in an era of citizen-first services, all supported by the cloud.