Case Study: City of Durham reduces 311 calls with iWorQ TextMyGov

City of Durham reduces 311 calls by 45 per day with iWorQ

The City of Durham sought to reduce the volume of calls and hold times at its 311 call center, Durham One Call. To provide residents with an additional communication channel, the city chose to implement the TextMyGov smart texting service from vendor iWorQ.

Using iWorQ's TextMyGov solution, residents could text the city 24/7 for instant answers and to report issues. This reduced call volume by at least 45 calls per day, saving the city an estimated $25,000 per year. The system paid for itself and allowed the call center to answer important calls more quickly while improving citizen satisfaction.

City of Durham