Abstract

311

System for Municipal Services

City of Calgary Alberta, Canada The City of Calgary launched Canada's first 311 municipal phone service

on May 18, 2005, connecting citizens with nonemergency City services through a 311 Operations Centre that handles thousands of citizen's service requests from initial intake through to resolution.

311 enables citizens to dial one number, 311, 24 hours a day, seven days a week to get program information, to request a City service or report municipal problems. More than a phone number, 311 uses stateoftheart Customer Service Request technology to coordinate and electronically assign work orders to field staff throughout The City. CSR lets customer representatives do their work electronically, streamlining response times and service request followups.

The citizens can also make a service request through the Web.

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