NOLA 3-1-1 / CRM System Implementation

City of New Orleans – Office of Information Technology and Innovation

Project Overview

TDC maintained an IDIQ contract for Project Management and Information Technology Professional Services from 2008 through 2021. As a part of this project TDC developed all requirements for and implemented the first municipal 3-1-1 system for the City of New Orleans.

Performance Period

Description of Work Performed

TDC developed all requirements for and implemented a Lagan case management platform to track all constituent requests for service across fifteen (15) citizen facing agencies. The Lagan CRM platform was subsequently expanded to track services requests for all service agencies of the city. The Lagan CRM platform is integrated into legacy agency-based work order and service tracking platforms to provide for a closed loop customer service experience for all 3-1-1 inquiries and non-emergency city services.

Key Takeaways

  • 3-1-1

  • CRM