The Mayor and City Council’s adopted Strategic Plan (January 2005)
requested that staff pursue development of a citywide call center. This
call center would be implemented with “311” access. 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.
As currently envisioned, the City’s 311 program will provide internal
and external customers with easy access to City information and services
through one point of contact on a “24/7” basis. The 311 call
center also will provide centralized assessment and coordination of City
operations, and a reduced number of misdirected non-emergency 911 calls.
Full implementation of the 311 program will be accomplished over several
phases to help insure 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.
The benefits of this 311 program include greater accessibility
to City services, a simplified service delivery process through
a centralized source of information, improved customer service
and an opportunity to get our customers to success quickly and
efficiently.
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