Making life better every day, is more than just a slogan to the City of Calgary 311, winner of the respected CS Week 311 2016 Award of Excellence. Rather, these words epitomize their total service delivery, call center management practices and ongoing support for the community and each other. Beyond 24/7 operations, Calgary 311 extends four guiding principles into lively team work and regular volunteerism.
Focusing attention on tomorrows workplace, Calgary 311 has improved processes by collaborating with other City departments and agencies,enhancing communications and fostering cooperation. A marriage of technology and innovation is showcased with the 311 Dashboard which aggregates service request data from the Citys 311 CSR system, call center and mobile app to provide a current picture to multiple departments and organizations. This shared data, refreshed daily, helps everyone become better aware of the why and how often citizens contact Calgary 311. In their ongoing efforts to improve service and meet citizen needs, City of Calgary 311 created an on call staff program and a building inspection email initiative to stabilize call volume.
For more information about these programs and a walk through of the City of Calgary 311 call center, view the video below. Congratulations, City of Calgary 311 on your ten year journey and an enviable success story.