LITTLE ROCK, Ark. (Nov. 9, 2015) – A substantial upgrade to the City of Little Rock’s online 3-1-1 system improves the way citizens can connect to the City and submit requests for various services, from pothole fixes to bulky item pick-ups. The move to a vendor-based citizen request service (CSR) will help the City become more accessible, accountable, and efficient in how it responds to 3-1-1 inquiries.

The original 3-1-1 system was a part of the 2004 Bond Project approved by Little Rock voters. Since it was implemented, the system has expanded to include the online citizen request interface in 2007, greatly increasing the service delivery to residents.

“The City implemented 3-1-1 several years ago and it has been a great resource for City staff to track and respond citizen requests,” said Randy Foshee, director of information technology. “This upgrade will provide citizens with options to track their request online and receive status updates. It is very exciting to be able to provide this next level of service.”

More than 75,000 requests have been made through the current web system so far in 2015, which averages to 400 submissions per day. The number of 3-1-1 phone requests for the year tops 100,000.

How the City’s departments handle those requests will become more streamlined in the new system, making it easier to track submissions, rule out duplicate ones, and identify potential bottlenecks. The new web-based system, provided by Motorola Solutions, Inc., adds asset management tools for the Public Works Department to help employees receiving many of the 3-1-1 requests work more efficiently using up-to-the-minute data. 

The new system improves the user experience as well. Any person submitting a request online or by calling 3-1-1 will receive a service request number that can be used to track the status of that particular request. A request is automatically routed to the appropriate department, and a once a request has been fulfilled, the status bar changes to reflect that the ticket is closed. Registering online allows a person to quickly track requests and store templates for most-used requests.

Over time, the development of a knowledge base and most-used services list will enhance the functionality of the system.

The online upgrade is effective Nov. 9, 2015. A robust mobile 3-1-1 system will be available in the coming weeks, allowing even quicker connections through a GPS-enabled reporting service.

The online 3-1-1 is at https://littlerock-csrprodcwi.motorolasolutions.com/Home.mvc/Index 

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