CityLink - Oct. 10, 2013
For the fourth consecutive year, Winston-Salem has been designated a “Citizen-Engaged Community” by the Public Technology Institute. The city is one of just 13 cities or counties in the United States to earn the designation, and one of only two to earn this distinction for four years running.
The designation recognizes excellence in using technology to give residents multiple options for accessing government services and information, and in offering fast, friendly and responsive service.
The cities that received the designation were cited for offering multiple channels for citizen access to information and services, such as call centers and web-based service requests; for using technology to integrate those communication channels; for offering citizens options for requesting services through mobile devices; and for measuring their performance in service delivery.
CityLink, the city’s 311 contact center, gives citizens three-digit access to request city services, report problems and make suggestions and offers a free mobile app for requesting services with smartphones and tablets. The contact center is staffed year-round 24 hours a day and receives an average of 26,000 calls a month. CityLink agents can also be reached through e-mail and live chat through the city website.
Also receiving the designation for 2013 are Chesapeake, Va.; Dallas; Durham; Kansas City, Mo.; Minneapolis; Montgomery County, Md.; Philadelphia; Pinellas County, Fla.; San Antonio, Texas; Santa Monica, Calif.; San Francisco; and Washington D.C. Only Winston-Salem and Philadelphia have received the designation for four consecutive years.
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.