The City of El Paso, Texas awarded DATAMARK a three-year contract to operate the city's 311 Call Center, which was responsible for handling non-emergency calls. In order to maintain continuity of service to city residents, DATAMARK needed to take over operations within the time frame of 30 days. This case study explains how DATAMARK did just that.
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DATAMARK 311 Contact Center Services
Since 2015, DATAMARK has been providing 311 contact center services for the city of El Paso, handling their non-emergency calls. Through this partnership, DATAMARK is able to combine industry experti
The 311 Contact Center in the 21st Century: Challenges and Opportunities for U.S. Cities
After 20 Years of 311—Where Are We Today?
Press Release: El Paso 311 Call Center Finds New Home.
DATAMARK Inc., a global provider of Business Process Servicing (BPS) and contact center services, has moved its 311 operations into a new facility located in the Northeast side of the city of El Paso.
311 Maturity Model
To help cities determine where their 311 program stands, DATAMARK has developed a four-level 311 Maturity Model to describe the typical growth path of 311.
Press Release: El Pasoans Dial 311 to Find Ways to Help Hurricane Harvey Victims
City’s 311 non-emergency call center fields hundreds of calls from residents interested in donating to or volunteering with relief organizations.
311 Programs Improve Service to Citizens, But Cost is an Issue
Outsourcing helps cities control rising 311 costs. Thanks to innovative uses of mobile apps, social media and online self-help channels, cities of all sizes are enjoying success with 311...
Cities Find Big Value in 311 Apps
Residents resolve non-emergency issues at the touch of a button Across the U.S., cities of all sizes have adopted 311 mobile apps as part of their 311 non-emergency hotline programs, typically...
Cities Respond to Demand for Bilingual 311 Services
As the Hispanic population grows in the U.S., more and more cities that operate 311 contact centers face challenges serving citizens who primarily speak Spanish. According to the United States...
After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away