You can continue to call the City Operator at (916) 264-5011
until 311 is implemented.
What
What is 311?
The 311 number is a telephone code approved by the Federal Communications Commission in 1997 as a means for the public to have quick access to non-emergency police and other government services. The City of Sacramento will implement a 311 call center to assist residents, businesses, City employees and visitors with information about City services.
What are the benefits of 311?
The benefits of a Sacramento City 311 include greater accessibility to City services, a simplified delivery process through a centralized source of information by highly trained call center specialists, a reduction in the number of non-emergency calls that are currently received by 911 personnel and an improved capability to manage service and assess fulfillment of customer satisfaction.
What will happen to the City Operator?
The City Operator function will form the core of the new Sacramento City 311 call center.
What will happen when I call 311?
Sacramento City 311 calls will be answered by highly-trained customer service representatives offering information, referral and assistance related to any City service inquiry. This assistance will be available free of charge 24 hours a day, 7 days a week, 365 days a year.
What languages will 311 support?
Sacramento City 311 will support over 150 languages with the use of interpretation services from Language Line Services. For more information about Language Line Services, log on to www.languageline.com
How
How will 311 affect City services?
Sacramento City 311 will offer improved levels of City services to businesses, residents, visitors and City employees by demystifying processes, improving accountability, service guarantees and simplifying access to City information and services.
How will 311 be funded?
Sacramento City 311 costs will be shared with all funds paying for their share of the service calls.
How will 311 be staffed?
Sacramento City 311 will be staffed by a collaboration of existing City employees and potential new-hires to City service as the program grows. A Program Manager will oversee the Sacramento City 311 operation.
How will the City and County coordinate 311 services?
The development of Sacramento City 311 will be coordinated
with Sacramento County and other jurisdictions/ agencies in the
region to the greatest extent possible. The City has conducted
focus groups with the County and other jurisdictions to provide
feedback on this service.
Who
Who will be in charge of 311?
The Department of General Services will oversee the program with the support of the City Manager.
Who can I contact for more information?
Check this Web site often for updates. Email inquiries are
also welcome using our Comment Page.
If you would like to speak with someone, contact Gina Knepp, 311
Program Manager, at (916) 808-8333.
Who is involved in planning and implementing 311?
Based on direction provided by the Mayor and City Council, Sacramento City 311 is being planned by City staff, the community, and other local agencies and governments.
When
When will 311 be available?
Full implementation of Sacramento City 311 will be accomplished over several phases to help ensure a smooth, successful implementation. Each phase will act as a catalyst for the following phases and will facilitate the organizational changes that will be needed for constituents and City departments.
Phase I, Information and Referral, will include a comprehensive City service directory for enabling customer service representatives to answer, and if necessary, refer callers to the correct department. The goal is for Phase 1 of Sacramento City 311 to go live late 2007.
Why
Why is the City pursuing 311?
311 is in alignment with a more customer-centric approach
to government. We are here to serve our customers and we would
like to make it easy. Sacramento City 311 Call Center will provide
internal and external customers with easy access to City information
and services through one point of contact on a “24/7”
basis. Sacramento City 311 will also provide centralized assessment
and coordination of City operations and a reduced number of misdirected
non-emergency 911 calls.
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