
Kristin Maddox, 311 Agent
Gina Knepp prides herself on efficiency. So when I tell you that her department of 17 agents and one data analyst handle an average of 1,500 phone calls every weekday during the summer months, and sometimes up to 2,000, you can tell she is serious. “We’re the gatekeeper basically. The goal is that someone should be able to call here and get quick, accurate, competent, friendly service,” Knepp explains. The 25-year veteran city employee is now 311 Division Manager and she’s adamant that the big job facing her small department is about more than answering the phones.
The City of Sacramento introduced the live 311 system in August 2008. According to a report by Oracle in January 2009, 311 reduced call times, saved the city $2.98 per call, handed the workload of 32 people with just 18 and was estimated to save city taxpayers more than $675,000 a year. (Click here for the report. Referenced figures on pp 17-19 and 25-26.) When you ask Knepp for some idea of the big issues she and her agents hear, you’re likely not prepared for the laundry list you get back. “Think about it this way: we do everything that police and fire don’t do. Any time a city employee goes out into the community to do any work, that call comes through us. Everything garbage related. Which is our number one call. Lawn and garden piles. The cans. Potholes, streetlights. Cracked sidewalks. Everything having to do with the public right of way: alleys and curbs. Animal control. That’s the number two thing people call us about. Primarily stray animals. Abandoned homes. Vacant homes. Blight. Graffiti. Junk. Abandoned cars. We do all the park maintenance calls. And there are 215 parks.” (Contact 311 through their website.) Kristin Maddox has worked as a 311 agent for just a couple of months. “You can’t train for some of the calls that we get,” Maddox echoes Knepp. “I had a call today from a guy who was cleaning up a vacated property on a foreclosed home and he found a missile. We had to make sure it wasn’t live,” says Maddox with a matter-of-fact attitude that belies her short time as a 311 agent. Maddox is explaining the intense training to learn all city systems as she pulls up the six different windows open on her computer desktop that interface with all the city departments.

311's one room headquarters
While the savings of manpower in each department seems large on paper, the real prize from 311, claims Knepp, is the information her agents gather about the needs of Capitol City residents. “It’s not a call center,” Knepp argues. “It’s a tool for decision-makers, people who allocate budgets, to say ‘Look we really have a demand here. Because we have proof. We have data!” With a few keystrokes Knepp can pull together information from many departments and all areas of the city. Knepp believes city leaders can learn from the data her team gathers every day and use it to make better decisions about where to spend money and where to cut back. “I think data should drive our decision-making. Not which neighborhood you live in. Not who squeaks the loudest.”
Two, potentially interconnected, problems now face the 311 system. The first is one that faces every department in the city: budget cutbacks. Like many other branches of city government 311 has suffered, according to Knepp, a 55-percent reduction in their operating funds. This has cut by a third their ideal staff of 23. “Unfortunately, the scaling back in order to meet the budget reductions is something that we have to live with that unfortunately burdens our customer,” claims Knepp. The head of 311 says with a full staff of 23 the Sacramentans waited no longer than 30-seconds to get a live person on the phone. No, says Knepp, that time is more like two to two-and-a-half minutes. In fact, the wait for a live agent has become so noticeable the Neighborhood Resources Department has issued several notices to the community about a new automated system that will now let you know how long you will have to wait to speak with someone live. Neighborhood Resource Coordinator for the Pocket and Greenhaven neighborhoods Mariano Jauco say “like most other city offices, they are suffering from more work and fewer staff. They are currently missing 7 employees. The average operator takes 2000 calls per month (on day shift). With 6 of the 7 missing employees coming from day shift, you can see why wait times are increasing.”

Empty desks at 311
Knepp worries the increased wait time will have a deleterious effect on the success of the 311 system. “I’m afraid that the perception of the service will become degraded because of our lack of adequate staffing,” says Knepp frankly. “That’s my biggest fear now. Because the city’s having a hard time now, someone will say ‘Oh, it doesn’t work.” I ask if 311 has a champion on the city council or in the City Manager’s office where budgets are controlled. Knepp says a few city council members support 311 and that Pocket area Councilman Robbie Waters makes by-far the most use of the data generated by 311, “But a real flag-waver? I don’t think I have one.” The latter issue could make more of a difference when the city gets back to a better financial situation but Knepp is optimistic, “I am one-hundred percent positive that our city leaders will devote the resources to this program when they’re able to do so.”
Knepp seems to see this recession as an opportunity for 311. “We can’t waste this crisis. We need to look at doing things differently than we’ve ever done them before.” Knepp wants to create more self-help options on the city website and consolidate the many city computers systems to make it easier to handle cases and compile data about what city residents need. Knepp looks from her very small office to the small group of people taking calls from all over town. “I want to be the front door to the City of Sacramento. Don’t forget that this division controls our ability to speak to the city.”

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