This week we’re celebrating a landmark for customer service at the City of Winnipeg.
Fifteen years ago, the 311 Contact Centre was launched to try to make life easier for residents who wanted to speak about City issues.
In 2009, 22 existing call centres with different phone numbers merged into one. The goal was to create a more efficient and effective way of responding to residents’ information and service requests, some of which came in outside of business hours.
Over the past decade and a half, we’ve worked hard to achieve that goal, while expanding 311’s scope through email, Facebook, X, and in-person options.
We have more than 25 self-service online forms that can be filled out on your computer or phone. These include ones on problems with peggo, malfunctioning traffic signals, reporting parking violations, advising us of a pothole, and requesting snow removal as well as sanding on a slippery road or sidewalk. You can see the full list by using the Apply/Register/Report dropdown menu under service requests on the 311 website.
Customer service representatives are also available to help French-speaking residents in-person at 311-Saint Boniface, located at 170 Goulet St. Residents can also receive service in French by calling 311.
“311 is the City’s crucial nerve centre. Staff are the friendly and helpful voices residents rely on, and I want to thank them so much for the amazing work they do each and every day,” said Felicia Wiltshire, the City of Winnipeg’s Director of Customer Service and Communications.
In 2022, 311 staff handled over 848,000 customer service interactions. Our 2023 Citizen Satisfaction Survey found that 3 out of 5 Winnipeggers had contacted the City over the previous year.
Nearly all Winnipeggers who responded found their 311 representative courteous, helpful, and knowledgeable. Even so, we are always looking at ways to improve our service and provide our residents with the best customer experience.
The 311 Contact Centre operates 24/7 and can help with requests for service, information, concerns, as well as register you for City programs.