San Francisco, CA 311 Case Study

In March 2007, the City and County of San Francisco unveiled its new 311 Customer Service Center to make it easier for residents to navigate the maze of over 2,300 telephone numbers that existed previously to access city services. San Francisco's one-stop customer service center quickly became an invaluable part of city life for residents, with calls reaching 2 million after the first year and escalating to 3 million after the first 15 months. As of March 2009, the call center had answered 5.5 million calls, had a monthly volume of approximately 325,000 calls and served callers in more than 175 languages. Self Service has also been a huge success with the City realizing impressive ROI in less than 7 months.

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