Torontonians will soon be able to access city info at all hours, when the city’s 311 service opens to the public on Sept. 24. Callers will dial 311 for information and services, whether it’s to report that gaping pothole or a missed garbage collection.
311 is meant to improve accessibility to non-emergency city services, answering the majority of enquiries on the first call. It replaces Access Toronto, which directed callers to various departments. This system brings together many different computer work-order systems to streamline service delivery.
Callers can get a tracking number for some service requests. The list of trackable services is expected to grow as the 311 operation expands.
“I believe that residents and businesses are entitled to high-quality, efficient, and easily accessible services,” said mayor David Miller. “311 Toronto ensures that every resident has direct access to a city employee who can help, 24 hours a day, seven days a week.”
Initially, residents can contact 311 by phone, email, or snail mail. In the coming months, the 311 service will expand on the web at toronto.ca/311, and allow residents to make service requests and track the status of their requests online.
Fourth time is the charm for the service: after Miller first raised the idea in 2003, launch dates were set for July and September 2008. The launch date for this July was delayed because of the city workers strike.
The city will use compiled data from 311 calls and service requests to plan, forecast, and budget for improved service delivery. The call centre at Metro Hall on John Street is expected to field 7,000 calls per day, with 70 staffers at peak times and as few as five for overnight shifts.
Staff are available to respond in more than 180 languages, and there is TTY service for the hearing impaired. Staff were trained to learn 15,000 answers to 13,800 possible questions.
