ACS, has reportedly completed the implementation of 311 call service solution in Winnipeg, Manitoba that provides a simple, convenient and streamlined way to request or inquire about non-emergency city services.

 

Taking 11-months to complete the implementation of the innovative 311 design and solution for the city that included system content, including information to help customer service representatives (CSRs) quickly answer citizen questions and create service requests, and 311-specific content for the city’s Web site.

 

Partnered with Lagan to offer CSRs, a comprehensive and customized tool to easily manage calls and initiate service requests and with Interactive Intelligence (News - Alert), to provide IP-based call routing, recording, monitoring, outbound dialing, and workforce management applications to users in Winnipeg.

 

“This is another example of ACS’ (News - Alert) proven ability to transform the way governments work,” said Jon Butcher, vice president and director of Canadian operations for ACS. “Our partnership with the city of Winnipeg shows how we are able to offer a solution that has such an immediate and positive impact.”

 

The company is providing training to nearly 200 people, including CSRs, city staff and department staff, ensuring day-to-day best practices and it has already employed over 600 employees across seven Canadian provinces dedicated to providing innovative solutions to commercial and government clients.

 

In addition, contact center in Winnipeg’s provides multilingual service which is available 24/7 by calling or faxing 311, or emailing.

 

ACS also provides 311 call centre services to municipalities in the United States including New Orleans, La., and Solano County, Calif. In both locations, ACS manages day-to-day centre operations.