Improving 311
Diagnosing a municipal 311 system
Year: 2026
Partner: Municipal City in Florida
Team: U.S. Digital Response
Role: Service Designer
Sector: Municipal government
Partner: Municipal City in Florida
Team: U.S. Digital Response
Role: Service Designer
Sector: Municipal government
Background
A mid-sized and rapidly growing city implemented a 311-style centralized system to help residents make service requests and get information, but staff were transferring 75% of calls, signaling deeper problems with training, tools, and operations. How might we understand the root causes of a high call transfer rate and give city leadership the insights they need to meaningfully improve service delivery for both staff and residents?
Approach
Working as part of a volunteer team with U.S. Digital Response, we conducted mixed-methods research to understand the staff experience navigating day-to-day calls and service requests. We mapped the IVR system, audited resident-facing and internal software, analyzed three months of call data, and engaged staff across five departments through interviews and a survey. Findings were validated and prioritized through a strategic insights workshop with city leadership, positioning staff as expert collaborators throughout.
Discovery
Early phase to understand the current system, data landscape, and staff experience.
How I contributed:
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Conducted 18 semi-structured interviews with call takers, team leads, and responders
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Designed and deployed an all-staff survey that returned 72 responses
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Analyzed call data, transfer rates, and case reports
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Mapped the IVR call flow to identify resident-facing friction points
Design
Synthesizing findings into a service design map and actionable recommendations.
How I contributed:
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Created various current-state flows illustrating the full journey of a resident inquiry from intake to resolution
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Audited the resident-facing app, web portal, and internal ticketing system
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Facilitated a strategic insights workshop with government leadership to validate findings and prioritize recommendations
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Developed prototypes for updated case notes screens, ticketing UI, training modules, and resident app flow
What we accomplished
Produced a comprehensive research report surfacing six primary insight areas: staffing models, feedback loops, training, knowledge management, IVR design, and software usability. Each area paired with prioritized, short-to-long-term recommendations. The report revealed that the 75% transfer rate was significantly inflated by incorrect case note close-out, and that the underlying challenges were solvable with targeted operational and technology improvements.
Impact
The research gave city leadership a clear, staff-informed picture of what was holding the system back and a roadmap for improvement from quick wins like renaming case note categories and updating the IVR, to longer-term investments in dedicated call center staffing and a redesigned resident app. The team also delivered working prototypes across four product areas to accelerate next steps.