Public Technology Institute Recognizes Jacksonville for High Standards in Citizen Participation, Service Delivery
The Public Technology Institute (PTI) has designated Jacksonville as a “Citizen-Engaged Community”, one of 18 city or county governments nationwide to be recognized for its best practices in engaging citizens through customer service centers, such as the one Jacksonville operates through 630-CITY.
Communities’ applications were reviewed for excellence in several areas for their contact centers, including citizen participation processes, integrated communication channels, integrated technology, and performance reporting.
“I congratulate Jacksonville for its designation as a PTI 2014-2016 Citizen Engaged Community” said Alan Shark, Executive Director of PTI. “The commitment of Mayor Brown and staff to not only engage the public, but to develop innovative programs like JaxScore serve as an example for other local governments to follow.”
Jacksonville’s contact center, 630-CITY, received 1.3 million calls last year, and has worked with city departments to resolve more than 2.8 million service requests from Jacksonville residents since the center opened in 2000. In 2014, it marked serving its 5 millionth customer.
“630-CITY plays an important role in our local government by providing valuable information to residents and ensuring city departments can focus on their primary mission, delivering services effectively and efficiently,” said Mayor Alvin Brown. “I want to thank the Public Technology Institute for naming Jacksonville as a national leader in engaging and serving our citizens in innovative and cost-effective ways.”
All 630-CITY services are available at the main customer service center located in the Ed Ball Building (214 N. Hogan St. – 32202) and at the information desk in City Hall (117 W. Duval St. – 32202). Residents can contact customer service at (904) 630-CITY (2489), by email at 630CITY@coj.net, or online at 630CITY.coj.net. A tutorial for using 630CITY online is available here.
In March, the city launched JaxScore, a scorecard tool that informs residents about where the city's departments, divisions and independent agencies are focused, how well they are doing, and where efforts need to be supported. To view the JaxScore dashboard, visit www.jaxscore.net.