Albany 311 service helps citizens get answers -, South Georgia News, Weather, Sports

Albany 311 service helps citizens get answers

This chart shows the growth of the call to the system (Source: City of Albany) This chart shows the growth of the call to the system (Source: City of Albany)

Albany's 311 information service is gaining traction with the public. During July, 311 received 3,441 calls.  Officials say that this is the highest monthly call volume ever and represents a 19% increase over the second highest month ever.

Assistant City Manager Wes Smith said, "We thought we had hit a plateau around the 2,800 mark, then this happens.  First time over 3,000. The departments can be a whole more efficient in doing what that they have got to do. Of course he work order system works very well for us because we can track the performance of our people and make sure the calls and complaints people give to us get taken care of."

Albany's 311 center is staffed by eight part-time workers and is open eight to five on Monday through Friday.

At the call center, information technology specialists answer questions and they help get things done.

The call center takes two different types of calls, one is informational and the other is service request type inquiries.  Service request type questions could consist of anything from a street light out to a pot hole, to code violations.

When the call center was created, the city hoped to handle 25,000 calls a year.  This year the service has been utilized 32,000 times through calls and web hits. 

The current number was down slightly from the previous year, but city leaders are still pleased with the numbers. They are also pleased that the citizens of Albany are contacting them.

"311" now has an app that citizens of Albany can use to contact them and to receive important numbers.


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