Department: Universal Services
Department Head/Elected Official: MG Richard J. Noriega (Ret) - Executive Director
Regular or Supplemental RCA: Regular RCA
Type of Request: Discussion Item
Project ID (if applicable): N/A
Vendor/Entity Legal Name (if applicable): Precision Task Group, Inc.
MWDBE Contracted Goal (if applicable): N/A
MWDBE Current Participation (if applicable): N/A
Justification for 0% MWDBE Participation Goal: N/A - project was awarded prior to launch of County's M/WBE Program
Request Summary (Agenda Caption):
title
Request for discussion on the public launch of the Harris County 3-1-1 Customer Service Portal and upgraded Call Center and next steps to continue the implementation of the countywide 3-1-1 constituent relationship management (CRM) solution.
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Background and Discussion:
In June 2021, Commissioners Court approved an agreement for the implementation of a countywide 3-1-1 Project for the creation of a "one-stop-shop" avenue for Harris County residents to request non-emergency services. The work during Phase 1 of this umbrella project has taken place under multiple contracts working in alignment and has included:
* the documentation of existing, public-facing, non-emergency constituent services and the workflows that support 20 initial departments: the Commissioner Court Offices, Community Services Department, County Engineer's Office, the Domestic Relations Office, the Department of Economic Equity and Opportunity, the Fire Marshal's Office, the Flood Control District, the Institute of Forensic Sciences, the Office of County Administration, the Office of Justice and Safety, the Pollution Control Services Department, the Pretrial Services Department, the Public Health Services Department, the Public Library Department, the Toll Road Authority, and the Universal Services Department
* the build and implementation of a new consolidated online platform by which requests are received from constituents, routed by 311 Call Center agents...
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