Winston-Salem is one of nine communities in the United States to be designated a “Citizen-Engaged Community” by the Public Technology Institute.
The designation recognizes a city’s commitment to give residents multiple options for accessing government services and information, including the Internet, social media, interactive voice response, and call centers.
The eight cities and one city-county that received the designation for 2010–2012 were cited for using communications technology to set new standards for citizen participation, particularly in their use of centralized citizen contact centers that effectively use new technology for fast, friendly, and responsive service and that demonstrate accountability through performance reporting, not just for calls but also for service delivery.
City Link, the city’s call center, gives citizens a single number (727-8000) to call to request city services, report problems and make suggestions. The call center is staffed year-round 24 hours a day and receives an average of 23,771 calls a month.
The home page of the city web site prominently features a Citizen Service area and offers live chat for accessing services.
Also receiving the designation are Buffalo, N.Y.; Corpus Christi, Texas; Greensboro; Hampton, Va.; New York City; Miami & Dade County, Fla.; Philadelphia, and San Francisco.
The not-for-profit Public Technology Institute promotes innovation and collaboration for thought-leaders in government, and advances the use of technology to improve the management and delivery of services to the citizen. For more information visit www.pti.org.