Smarter Government: How Buffalo, N.Y., Took Its 311 Call Center Virtual
In March 2020, cities across the United States shut down government operations due to the threat of the novel coronavirus. In Buffalo, N.Y., Mayor Byron Brown announced that City Hall and other municipal buildings would close to avoid spreading the life-threatening disease.
Still, the city had to provide citizens with vital services. Oswaldo Mestre Jr., director of Buffalo’s Division of Citizen Services, was responsible for keeping the city’s 311 call center up and running. To work around the lack of physical space, Mestre worked with the University at Buffalo to adopt a Cisco Webex contact center solution.
- Oswaldo Mestre, Director, Division of Citizen Services, Buffalo, N.Y.
- Byron Brown, Mayor, Buffalo, N.Y.
- Buffalo closed its City Hall, where the city's 311 call center was located, due to the threat of the novel coronavirus.
- The city worked with the University at Buffalo to duplicate its virtual call center operations, adopting Cisco Webex and enabling operators to work from home.
- The 311 call center continues to operate virtually, delivering effective results for Buffalo residents.