311 continues to find innovative ways to improve service for citizens

Released: January 15, 2016 at 2:30 p.m.

Winnipeg, MB - The City of Winnipeg's 311 contact centre is continuing to improve service for citizens through a number of innovative initiatives. Using analysis of the more than 1,654,520 citizen interactions that 311 received in 2014, the public service has developed a series of improvements that will increase the quality and efficiency of the service for citizens. These improvements include:

  • Using Interactive Voice Response (IVR) technology to route citizens’ calls for single- trip Transit schedules to TeleBUS, a self-service phone option for Transit schedules.
  • Routing all Assessment and Taxation-related calls to a subject matter expert within the 311 contact centre using IVR technology.
  • Routing Animal Services Agency-related calls to a subject matter expert within the 311 contact centre using IVR technology.

A public education campaign will happen prior to the launch of the enhancements which are scheduled to occur in early February.

One new 311 service enhancement is already being used by citizens. A refreshed and improved 311 Self Service website was launched on December 22, 2015 and feedback has been positive. The site was enhanced with new content and includes more self-service search options that provide alternatives to calling 311.

In February 2015, City Council approved the City Auditor’s report on the 311 contact centre. The Audit made a number of positive observations about the 311 contact centre, specifically that “the 311 contact centre has expanded access channels to contact the City-and is delivering service to citizens in a more transparent and accountable manner.” The Audit also spoke to the cost-effectiveness of the centre. Nine of 13 recommendations made by the report have since been implemented and 311 is continuing work to implement the remaining recommendations.

Since its inception in 2009, the 311 contact centre has continued to evolve as an easy-to-use “single window” with an easy-to-remember number through which Winnipeggers can obtain information and make requests for service 24 hours a day, seven days a week. 311 is available by phone at 311, by email at , via Facebook or Twitter (@cityofwinnipeg), through the 311 app, and via the 311 website.

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