On March 20th and in accordance with Governor Cuomo’s statewide COVID-19 orders, Mayor Brown instituted capacity limits within government buildings, seemingly closing down the Mayor’s 311 Resolution and Call Center.
In response, The Division of Citizen Services, in collaboration with CISCO Webex and the University At Buffalo, devised a plan for establishing a mobile call center within 48 hours. Over a weekend, the joint effort successfully trained staff, set up the required technology, and prepared to take concerns on the very next business day.
The Mayor's 311 Resolution and Call Center has been nominated for the Local IT Innovation of 2020. Please vote here to support our efforts and help recognize the amazing work done by our 311 staff and technology partners in Buffalo.
Watch the Cisco Webex Case Study of the call center's transition during the COVID-19 pandemic below.