Short film interview about the Washington D.C. Office of Unified Communications (OUC). Speakers describe serving a daytime population of up to 2 million despite 700,000 residents, operating 24/7 for 311 and 911, and modernizing with cloud-based Salesforce, mobile apps, open APIs, and Einstein analytics. The LEAP workforce development program (Learn, Earn, Advance, Prosper) provides training and has converted about 40 participants to full-time roles in the past two years. Reported operational improvements include average hold time dropping from 6 minutes 21 seconds to about 31 seconds.
Chapters
The district has 700,000 residents, but at any given time we can have 2 million people between visitors and people that work in the city.
We're a 24. 7 service. We answer 311 and 911 24. 7. And so we are held to a standard of quick turnaround as our demographic is changing.
We have millennials moving into town and we understand that our calls are coming in on cell phones. As such, we realize with 3:1 to move to Mobile applications to make things more available.
The public sector space is adapting as well as adopting what has been in the commercial sector for a number of years now. We use Salesforce for 311. We do over 120 service request types. We have extended it through mobile apps using API open 301 API dashboard report capability. We do analytics using the Einstein platform.
The system makes it easier for our call takers that submit a request and to provide follow up information which helps the call move a lot quicker. Most of the population within the District do view the OUC much differently. They find us to be much more efficient now and much more responsive to their needs with the cloud based system and the LEAP program.
The LEAP program is a workforce development program. LEAP stands for Learn, Earn, advance and Prosper.
The purpose of the LEAP program is to give individuals experience. They come in, they do great, they make a difference, they help us meet our mission and then we hire them full time. In the last two years, we've given close to 40 individuals full time employment.
Here because of the cloud based system that we have. It made it easier for us to actually train individuals because the system was not as cumbersome. Our hold time went from 6 minutes and 21 seconds to roughly 31 seconds.
We're not afraid of embracing new technology. We're not afraid of social media. At the end of the day, your residents, your visitors, they want the best that they're tax dollars can spend. And I think that that's what we're.
Doing here in D.C. outside these walls, the world is evolving. And I don't want to ever put us in a box where we're not evolving or keeping up with the world. We are making sure that we're innovative, that we're able to change when the agencies need change. With 31 1, we are meeting our customers.
