Lethbridge residents have lots of questions about City programs and services and starting March 11, there will be one easy answer – Lethbridge 311.
By calling 311, residents will reach the new City of Lethbridge customer contact centre, staffed with trained customer service specialists who can help callers, regardless of what City questions they have. A new online customer service portal will also launch at 311.lethbridge.ca.
Lethbridge 311 will streamline customer service for residents and provide a more coordinated City response.
"Lethbridge is growing and with a population of close to 100,000, we knew it was time to develop a simpler way of providing customer service," says Mayor Chris Spearman. "The 311 number is easy to remember and directly connects residents to staff trained to answer their questions. Gone are the days of searching for department numbers and not knowing where to call. Now the answer is contacting 311."
The 311 number will launch on March 11 and will operate from 8 a.m. to 4:30 p.m. Monday – Friday. Outside of these hours, an after-hours trouble line is available at the same number. Residents are reminded to always call 911 for emergencies.
In additional to providing a central place to get information and request services, the new Lethbridge 311 system can also give feedback to residents on the status of their request. When a service request is submitted through 311, residents can subscribe to the request which will send them updates on that work order via email.
"The fact that we will be able to close the loop with residents so they know when the work has been done is a huge step forward." says Joe Mauro, City Councillor. "This integrated customer service system is something I have seen first-hand in Oshawa and it's successful in many other municipalities as well. I'm extremely pleased that we've been able to bring this high level of service here to the City of Lethbridge."
In addition to the phone number, the new 311 online portal at 311.lethbridge.ca is a 24/7, self-serve option for residents. This mobile responsive site provides easy access to information and the ability to submit service requests when required. The site will go live on March 11 along with the 311 number.
"The development of Lethbridge 311 has been a multi-year process," says Doug Kaun, City of Lethbridge 311 Manager. "We've acquired new technology, trained staff and worked closely with each City department to bring them on-board to this new system. We're excited to finally be introducing 311 to our community."
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 will support decision making and City improvements. Lethbridge 311 also provides additional capacity for connecting with residents during big events or emergency situations.
"2019 is a busy year for Lethbridge and it was important that we had 311 operational for things like the roll-out of curbside recycling," says Kaun. "Our staff are looking forward to helping our residents with all of their City information and service inquiries this year and into the future."
Having a 311 service is something provided in many other cities including Calgary and Edmonton. The Lethbridge 311 number can be accessed within City limits and residents can begin calling at 8 a.m. on Monday, March 11. Outside of City limits the 311 contact centre can be reached at 403-320-3001.
For more information visit www.lethbridge.ca/311.
Doug Kaun, Lethbridge 311 Manager
City of Lethbridge