Winnipeg, MB - Beginning today, citizens can access 311 Contact Centre performance data by visiting the 311 website. This data will include both monthly and annual statistics and will give the public an idea of the types of inquiries that are handled by City of Winnipeg 311 Customer Service Representatives.
“I campaigned on a platform of openness and transparency, and I am committed to making sure that data is more accessible to citizens,” said Mayor Brian Bowman. “That is why I am pleased that 311 is making this information available to our citizens on the City’s website at the click of a mouse.”
The performance data that will be made available includes:
- Monthly volume of calls
- Total Service Requests compared to Information Requests
- Service Requests by department
- Interactions by channel, such as phone, email and self-service
- Top 10 Service requests for the given month
- Top 10 Information requests for the given month
311 has handled more than nine million interactions since it went live in January, 2009. The technology behind the 311 service makes it possible to track the progress of inquiries, gather information regarding call volumes, and pinpoint what citizens are inquiring about, around the clock, 365 days a year.
Due to the large volume of requests, the performance data will be automated. The data will be presented on a monthly basis to ensure consistency and accountability to citizens.
The data will be accessible on the 311 website and labeled Performance Data. Those viewing the information will be able to filter the month to obtain volumes and trends within the selected period.