The Latest and Most Comprehensive 311 Request Management System
 
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AINS System 311 Solution Components
AINS System 311 is built on powerful .NET technology and seamlessly integrates with enterprise-wide applications. Our deep domain expertise and technology experience enables us to meet your service goals and protect your technology investments. Our solution components help you solve the following key requirements in your 311 implementation projects:
  • Citizen Relationship Management (CRM)
  • Complaint Tracking and Response
  • Calls, eMail, Walk-ins, mail, or Web submissions of complaints
  • 311 Call Center Software
  • Call and Problem Management Dashboard
  • Work Order Processing
  • Labor Time Recording for Crew Management
  • Integrated GIS and Asset Layers
  • Asset Management
  • Close out of Open Complaint Tickets
  • Reporting
  • Analytical Tools for Data Analysis
  • Enterprise Application Integration to Permitting

System 311 Modules
System 311 integrates citizen service into one seamless experience by bringing together multiple components that work as a single unit.
Benefits of using System 311
SYSTEM 311 improves performance of agencies and helps achieve rapid return on investments. Communities can benefit from quicker response times, improved resource allocation, increased accountability and greater customer satisfaction.
  • Customer Access - Captures citizen requests through the mechanism of their choice. Citizens can track the status of their complaints online
  • Service Provider Collaboration – Coordinates all departments and jurisdictions that respond to service requests using intelligent workflow automation tools
  • Drives Operations to Resolution – Efficiently manages the intake, work breakdown, routing and resolution of service requests
  • Measures Performance / Provides Accountability – Provides ability to assess service request activity (historical, real time and predictive) and to plan resource allocation Built-in user and task audit trails help in measuring employee productivity and increases accountability
  • Integration of Disparate Data Sources – Seamlessly integrates departmental databases and third party system interfaces
  • Empowered Employees - Puts the right information in the right hands at the right time. Customers, employees, and service providers may be connected through wireless communications, applications, and devices

Statistical testimonial to successful implementation of 311 at Baltimore (1996 – 2000)
Time taken by 911 operators to answer calls Dropped by 50%
Percentage of calls abandoned because callers could not reach an operator Dropped by 50%
Time between incoming 911 calls Increased from 70 sec to 143 secs
Percentage of 911 callers who encountered a recorded message Reduced from 18% to 4%
Total “system busy” hours Fell 196 hrs each month (avg)
Number of police calls Reduced by 12%
 
 
 
 
 
 
 
 
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System 311 is a Product of AINS, Inc.