Project Manager to implement a 311 Call Center

Sep 16, 2012

The City of Portland, Oregon is seeking proposals from product neutral individuals, firms, teams or consultants,with demonstrated technical experience and Project Management implementing 311 customer service centers, to perform a comprehensive assessment/evaluation of the City's organizational, infrastructure, and business processes as it relates to customer service functions and what would be required to perform a phased implementation of a world class consolidated 311 call center. Proposer will facilitate the City’s goal to implement a 311 Customer Service Center that transitions the City to a new generation of technology that centralizes citizen requests and responses through a comprehensive public sector and citizen focused customer service center. The City anticipates that the successful consultant will provide services in three phases. Phase 2 and the retention of the Project Manager, is predicated upon the successful completion of Phase 1, and Phase 3 and the retention of the Project Manager, on the successful completion of Phase 2.

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