The city’s 311 number was developed in 2019 and has been used to help residents with any number of issues they have in Lethbridge. Stats for this year indicate close to 100,000 cases have been logged with 89 per cent of calls answered within the first 30 seconds. A presentation was made at Lethbridge City Council on Tuesday afternoon and Mayor Blaine Hyggen and Deputy Mayor Ryan Parker questioned why there is not a person at City Hall to answer questions in person as sometimes calls can take a while. The general manager of customer service and 311 with the city, Travis Hillier, says they have looked into it.
“It’s not a press one if you have this type of concern, or press two if it’s this. All of our specialists are trained on all city issues. So, you know, you might pick up the phone and it is a very simple 30 second call, but you could also be picking up a call and you know, that is 20-30 minutes long. Routing through or getting more info- okay. Yeah- we can’t really decide on that ahead of time.”
The 2022 Community Survey Results show that 93 per cent of people who contacted 311 were satisfied with the customer service they received. 91 per cent agreed that city staff were helpful and knowledgeable when it came to helping to resolve an issue. The city has also unveiled the 311LiveChat for residents to ask questions online.