311 operations must keep answering residents when the generative assistant is taken offline during an incident. Which continuity measure best supports that need?

311 is a resident-facing continuity service. When a generative assistant is taken offline during an incident, callers and digital channels still expect answers about permits, trash, outages, and services. Maintaining a fallback script library and staffing plan lets agents deliver consistent answers without the assistant—covering common intents, escalation criteria, and surge seating so service levels degrade gracefully rather than collapse.

Providing supervisors with a live queue dashboard and escalation workflow helps leads coordinate agents during the outage, but it does not give agents answers to deliver without the generative assistant. Offering an automated callback queue with estimated wait times lets residents request return calls during high volume, but it defers answers instead of keeping agents able to answer without the generative assistant. Retaining full call transcripts and interaction logs with tags helps teams audit handling during the outage, but auditing does not answer residents or maintain service capacity while the assistant is offline.

Exam caveat: a script library must be kept current with policy changes; stale fallback content can create its own integrity incidents. Operational check: quarterly, disable the generative assistant in a staging or supervised drill and confirm agents can close a sample of top call reasons using only the fallback scripts and staffing plan.