Testimonial Address Object powers Denver’s new 311 call center The City & County of Denver’s new 311 Call Center – which launches in July – is designed to accept non-emergency calls and make city services easily accessible to its constituents. The governmental entity uses Address Object to verify and clean up Denver’s database of inaccurate, incomplete and undeliverable addresses at the point of entry. Denver’s 311 Call Center handles a variety of call types which range from informational questions to service requests. Constituents that dial 311 can for example, report a pothole, a loose animal or a disabled vehicle. The phone attendant would first verify the address where the resident is calling from and the address where the service is being requested. Then, the phone attendant would direct the caller to the appropriate city service or adjacent jurisdiction. The 311 system utilizes the PeopleSoft CRM and accessed DenverGIS’ address web service that leverages the city’s existing address database for ‘in-city’ addresses and the Address Object for ‘out-of-city’ addresses. David Luhan, the GIS Manager for the City of Denver’s Geographic Information Systems (DenverGIS), says “address accuracy is vital for the effective delivery of information and city services. Using the Address Object enables us to ‘extend’ our current address web service beyond Denver and provides an accurate method to determine where call volume is coming from. Over 90 percent of the city’s business requires a valid address so it’s essential to accurately pinpoint a caller’s location to provide them with the correct information and city service to fulfill their needs.” After almost a year of production implementation, Luhan is very pleased with the data and services Melissa Data provides. “After extensive research and evaluations we found this product to be most affordable and the easiest to implement” he notes.