Dallas becomes nation's third 311 city

Another city is answering President Clinton's call for a nationwide non-emergency phone number, using yet another call processing system.

A 311 system in Dallas began testing in July 1997 and was introduced to the public in December. The city implemented the system in conjunction with SBC Communications. The Advanced Intelligent Network architecture that facilitates the program runs over the public switched network.

When a caller dials 311, a database determines the caller's location within the greater Dallas area. The database will either forward the call to the dispatch center or play an interactive voice program that allows callers to leave their complaint or request for information, said Lee Culver, director of product management for SBC.

Baltimore was the first city to use 311 for non-emergency situations such as abandoned cars, barking dogs, vandalism, potholes and crimes not in progress. The move came after numerous studies showed that the 911 emergency systems in most metropolitan areas are burdened by non-emergency calls.

In November, San Jose implemented a 311 program.

However, the Dallas system differs, from that of Baltimore, which teamed with AT&T, and San Jose, which works with Pacific Bell, an SBC subsidiary.

"AT&T's system sends the calls out to a node to be translated and then determines where the call should go, although, this process is transparent to the user," Culver said. "And San Jose [has] a switch-based network with routing capabilities. But SBC has developed a customized service without switched vendors so the calls never have to leave the SBC network."

Results have been positive, said Sherrie Wilson, interim public information officer for Dallas, where the fire department handles the dispatch system. Previously, about 50% of the 911 calls were non-emergencies, she said.

"Now 311 allows us to prioritize our calls, clearing the lines so that the real emergencies can get through and receive better, quicker service," Wilson said.

Dallas Calls stay on the SBC network; no new personnel hired; operators trained to handle both emergency and non-emergency calls

San Jose Uses a switched-based network; 150 operators already on staff designated to answer 311 calls

Baltimore Calls are translated, then routed; limited-duty officers take 311 calls and route more urgent calls to 911 operators