Atlanta Awarded Grant for 311 Call Center

Buckhead residents often express frustration at finding out which city department delivers what service, especially if a problem arises. Well, relief is on the way: a 311 phone system.

Mayor Kasim Reed announced Thursday that Atlanta has received a $3.3 million grant to fund an "Innovation Delivery Team" that will develop the 311 call center initiative to improve customer service. Under the system, a citizen can dial 311 to find the right department for a service. The announcement didn't give a time for when the system is expected to be in operation.

The grant, awarded by New York City Mayor Michael Bloomberg's Bloomberg Philanthropies, will also be used for reducing homelessness and panhandling in the city, according to an announcement. Atlanta was one of five cities chosen for the three-year grant.

"I am deeply honored that Bloomberg Philanthropies has chosen the city of Atlanta to receive this grant," said Reed said in a statement. "I want to thank Mayor Bloomberg for his leadership in supporting innovation-based strategies to solve the most challenging problems facing America's cities.

"With this investment, we will be able to modernize and improve our existing customer service model, initiate a 311 strategy, and reduce homelessness and panhandling in Atlanta. This grant will help our city launch these vital initiatives and will have a lasting impact on the quality of life for all Atlanta residents."

Duriya Farooqui, the city's deputy chief operating officer, said, “At the moment, there is no single point of entry to access government services. Instead of citizens trying to figure it out, they can call a single number to get quick answers and an efficient response. A 311 approach combined with a strong focus on improving response times will be transformative for how we respond to citizens and deliver city services.”

"The Innovation Delivery Team grants are the first made through the Mayors Project, the new government innovation program at Bloomberg Philanthropies." the annoucement said. "The Mayors Project has two goals: increase innovation capacity within municipal government and disseminate effective programs and policies across cities. Additional investments will be made through the Mayors Project over the coming year."

The other cities awarded the grant include: Chicago, Louisville, Memphis, and New Orleans. In Memphis and Louisville, the teams will implement  job-growth strategies. In Chicago and New Orleans, the teams will cut waiting and processing times for key city services.

In June 2010, Bloomberg Philanthropies and the Rockefeller Foundation awarded the Atlanta a $200,000 grant for the Cities of Service initiative, the announcement said. As a result, Amy Phuong was hired as the chief service officer for Atlanta. She has developed and implemented a citywide plan to increase volunteerism and target volunteers to address the city’s greatest needs.

For more information, see the city of Atlanta's web page.