News from City Hall
City Communications Office
City of Kansas City, Mo.
FOR IMMEDIATE RELEASE: Nov. 2, 2011
City designated a Citizen Engagement Community
The City of Kansas City, Mo., has been designated by the Public Technology Institute as one of the top Citizen Engaged Communities for 2011-2013. The designation, shared by 10 communities across the nation, is designed to recognize excellence in multi-channel contact centers and best practices for the use of Citizen Relationship/Records Management (CRM) systems, 3-1-1 systems, web portal technology, telephony systems and mobile communications infrastructure.
“Kansas Citians have a keen interest in being engaged with their City, and the City is committed to making engagement easier,” said City Manager Troy Schulte. “This designation by PTI affirms that our efforts to enhance citizen relationships through technology are consistent with best management practices and we are headed in the right direction.”
PTI recognizes that local governments are challenged to provide centralized citizen contact centers that effectively utilize new technology for fast, friendly and responsive service. As part of the evaluation process to determine its Citizen Engaged Communities for 2011-2013, PTI utilized scoring metrics and standards in four key areas for multi-channel contact centers: Citizen Participation Processes, Integrated Communication Channels, Integrated Technology, and Performance Reporting.
During the review process, PTI was provided information regarding methods the City uses to engage citizens, including a variety of surveys, web forms, IVR technology, ADA accessibility, language translation, Web 2.0 tools, and CRM software integration that facilitates the 450,000 annual resident calls to the City’s call centers as well as the use of data gathered through 3-1-1 to make improvements in city services.
In the category of City/County Population: 300,001 or more, Kansas City, Mo. was designated alongside Boston, Denver, Indianapolis, Minneapolis and Philadelphia.
For more information about the Public Technology Institute, visit www.PTI.org.
For more information about the City of Kansas City, Mo. contact Dennis Gagnon, City Communications, 816-513-2659 or visit www.KCMO.org.