Rochester, New York, Adds New Features to 3-1-1 Call Center to Enhance Productivity and Streamline Operations

Rochester, New York, Adds New Features to 3-1-1 Call Center to Enhance Productivity and Streamline Operations

Motorola, Dell Work With City to Add Electronic Capabilities

SCHAUMBURG, Ill., Dec. 7 /PRNewswire-FirstCall/ -- As one of the first cities to implement 3-1-1 as a way to handle police non-emergency requests, Rochester, N.Y., officials have taken another step forward to enhance the level of service they are providing their constituents. The City of Rochester has recently signed a contract with Motorola to install the company's Customer Service Request (CSR) system.

By using CSR 3-1-1, call takers will be able to complete an electronic request for service, transfer the request to the appropriate city department for resolution, and track the status of the request for disposition reporting.

Each year the Rochester Police Department receives about 460,000 calls with nearly half of those being considered non-emergency.

"Our 3-1-1 Center has had a tremendous positive impact on our ability to handle non-emergency requests," said Lt. Michael J. Kozak, chief information officer, Rochester Police Department. "Adding Motorola CSR to our existing system will help us to better manage those calls, and provide the ability to manage service requests beyond police non-emergency to more traditional City services. Call takers will be able to do much of their work electronically thereby streamlining response times and service request follow-ups, as well as increase our ability to measure how we meet the needs of the community."

Motorola's CSR is an enterprise-wide customer relationship system that enables local governments to manage the intake, routing and resolution of citizen's requests for services. In addition, Rochester also will be installing the latest release of Motorola's CSR platform - System Release 3.10.

"CSR 3.10 provides many improvements over past releases for both existing and new customers," said Gerard Gallant, Motorola Communications and Electronics, Inc., director, Public Service Solutions. "Many changes have been implemented in this release to enhance the overall user experience, enhance and extend the local government focused functionality of the system, as well as implementation of current technology platforms within the CSR product."

The Rochester Police Department also worked closely with Dell Services to design and implement an advanced computing environment on which to run its 3-1-1 initiative. The department will install CSR on Dell PowerEdge servers and use Dell desktop computers.

Rochester is one of several cities throughout the U.S. leading the way by implementing innovative CSR technology to enhance their operations. It joins other cities such as Baltimore, Md.; Birmingham, Al.; Chicago; Dallas, Austin and Houston, Texas; Destin, Fla.; Akron, Ohio; Chattanooga, Tenn.; Winston-Salem, N.C.; Minneapolis, Minn.; Miami and Miami-Dade County, Fla.; and in Canada, Calgary, Alberta.

Motorola's Commercial, Government and Industrial Solutions Sector

Motorola's Commercial, Government and Industrial Solutions Sector (CGISS) is a leading provider of integrated radio communications and information solutions, with more than 65 years of experience in meeting the mission-critical requirements of public safety, government and enterprise customers worldwide. In 2003, CGISS received the inaugural Interpol Outstanding Contribution Award for its services to the international law enforcement community. The sector offers an extensive portfolio of solutions to meet growing public safety and security needs, including: interoperable two-way radio communications solutions; command and control solutions; identification and tracking solutions; information management of criminal justice and civil needs; and physical security and monitoring solutions.

About Motorola

Motorola, Inc. (NYSE:MOT) is a global leader in wireless, broadband and automotive communications technologies that help make life smarter, safer, simpler, synchronized and fun. Sales in 2003 were U.S. $27.1 billion. Motorola creates innovative technological solutions that benefit people at home, at work and on the move. The company also is a progressive corporate citizen dedicated to operating ethically, protecting the environment and supporting the communities in which it does business. For more information: http://www.motorola.com/

MOTOROLA and the Stylized M Logo are registered in the U.S. Patent and Trademark Office. All other product or service names are the property of their respective owners.

Photo: NewsCom: http://www.newscom.com/cgi-bin/prnh/20020307/MOTLOGO
http://www.newscom.com/cgi-bin/prnh/20020415/MOTNOTAGLOGO
AP Archive: http://photoarchive.ap.org/
PRN Photo Desk, photodesk@prnewswire.com
Source: Motorola, Inc.

CONTACT: Debbie Esposito of Motorola, +1-203-325-3381; Sgt. Carlos
Garcia of Rochester Police Department, +1-585-428-7033

Web site: http://www.motorola.com/


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