March 11 (3/11) will always be Lethbridge 311 day for the City of Lethbridge, recognizing the anniversary of the centralized customer contact centre and celebrating the success of the past year.
After 12 months of operation, 311 has fielded over 100,000 calls from the community. Of these, customer service specialists were able to provide direct answers to 86 per cent of the callers, without any further action. Through 311, more than 24,000 service requests have been taken to be actioned by other City departments, with 6 per cent of these being submitted online by residents.
"We couldn't be more pleased with our first year of operation," says Travis Hillier, Corporate Customer Service Manager for the City of Lethbridge. "Not only have we been able to streamline customer service to our residents but we've improved our internal processes to be more efficient and effective."
The Lethbridge 311 contact centre is available Monday - Friday from 8 a.m. to 4:30 p.m. with an after-hours trouble line available at the same number for urgent requests like power outages and watermain breaks.
The 311 system is integrated with other City technology to easily log customer inquiries and issue service requests to the appropriate department, when needed. Data from the new system helps support decision making and City improvements. Lethbridge 311 also provides additional capacity for connecting with residents during big events or emergency situations.
The 311 service proved invaluable when a significant fall snowstorm hit Lethbridge in September of 2019. By keeping 311 involved in the communication out to the community, consistent messaging was provided on all City service changes related to the storm. This included information about snow plowing operations, power outages, downed trees and transit delays. In total, 880 calls were received that day related to the storm.
311 is the standard number set aside for municipal services across North America, much like 911 is the standard number for emergency services. Inside the City limits, residents dial 311 to reach the contact centre. Outside of Lethbridge, (403) 320-3111 will connect callers to 311. For more information or to submit a service request, call 311 or visit 311.lethbridge.ca.
For Public Inquiries:
Call 311 | Monday to Friday from 8 a.m. to 4:30 p.m.
Travis Hillier, Corporate Customer Service Manager
City of Lethbridge