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311

City?’s 311 Call Center Receives National Recognition

Mayor Coleman Congratulates Call-Center Team

(Columbus) Public Works magazine has honored Columbus’ 311 Call Center with the Special Mention Award in its 2006 Public Works Department of the Year Award Issue. The Call Center is profiled in the magazine’s December issue.

“I am proud of the accomplishments of our 311 Call Center, which has answered more than 222,000 calls from citizens since opening in January,” said Mayor Michael B. Coleman. “While no system is perfect, we continue to learn and improve the way we serve residents, answer questions and make City Hall more accountable through one easy number - 311.”

Since opening in January, the 25 call takers at the 311 Call Center have answered 222,264 calls and created 148,469 service requests. Another 17,102 service requests have been processed on-line at 311.columbus.gov.

“The 311 Call Center replaced more than 200 City telephone numbers, and simplicity, efficiency and performance management are at the very core of the 311 center,” said Public Service Director Henry Guzm?¡n, who oversees the Call Center.

· Simplicity – One easy number to call – 311 or 645-3111;
· Efficiency – 311 not only enables the City to respond quickly, but also lets citizens track the progress of their request or concern on-line or on the phone via a tracking number;
· Performance Management – Managers can use 311 to determine whether work is being completed satisfactorily and timely, and can hold employees accountable if it is not.

The GIS-based Call Center is open Monday through Friday from 8 a.m. to 1 a.m. and from 8 a.m. to 5 p.m. on Saturdays. The staff includes bi-lingual call takers who speak Spanish and Somali.

“Columbus’ 311 Call Center is on the leading edge of customer service with its extended hours of operation and its interface with the City’s GIS,” said Bryan Patterson, one of the competition’s judges.