Subject: [NEXTEL-1] Motorola CSR program aids public safety

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Date: Thu, 21 Nov 2002 02:38:16 -0500

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Motorola CSR program aids public safety

IWCE/MRT, Nov 20 2002

Got a pothole big enough to swallow automobiles and yours was the third in?

Call the city CSR (Customer Service Request) help desk…they’ll dispatch a truck and crew.

Stop sign waylaid by an errant driver during the last snowstorm and the city hasn’t replaced it?

Chicago hosts a 3-1-1 number for such services. Houston and Austin, Texas, has a simple dial-in number to get results. In Dallas you can call a repair crew, in their truck, via wireless.

Neighborhood streetlight out and the kids play “smash the mailbox” late at night?

Dial a seven-digit number in San Jose, Calif., to reach a Customer Service Call Center and request maintenance services. Officials in Baltimore call theirs “Cititrack,” and define and configure more than 250 common service requests.

Motorola has installed its Customer Service Request Rapid Results System in the cities listed above.

“We designed the CRS system so cities and counties can automate their responses to citizen non-emergency requests and collect important data which can be used to better manage resources,” according to company officials.

It also eliminates duplicate service requests and multiple responses.

The system’s flexible configuration allows individual departments, or jurisdictions, to tailor a solution to meet their requirements and Homeland Security is one jurisdiction on everyone’s mind these days. Chicago’s CSR system serves 42 city departments, Dallas links 33 departments and in Houston, six departments are linked. In Winston-Salem, N.C., Akron, Ohio, and Chattanooga, Tenn., the Motorola CSR Rapid Results System is tailored to the city’s non-emergency services.

The CSR system is part of an extensive portfolio of integrated communications and information solutions to address mission-critical public safety and security requirements. The CSR System establishes a single point of contact for citizens to request government services and information, automatically routes service requests to the proper department and tracks those requests until they are resolved.

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