The City of Lethbridge has seen a positive community response to the newly launched Lethbridge 311 service in its first two weeks of operation. An increase in call volumes shows awareness is growing and residents are using the new service.
Customer Service Specialists answered 1461 calls in week one and, almost 1600 in week two. Since the 311 number went live on March 11, 40 per cent of the calls have come from residents dialing 311 directly while the remainder of the calls are being redirected from preexisting customer service numbers. Statistics from the new service show 80 per cent of calls have been for information and 20 per cent resulted in service requests.
The Lethbridge 311 online portal has also been busy with 130 visitors per day during weekdays and 90 visitors per day on the weekend. Since the portal launched, 86 residents have created accounts and 8 per cent of the service requests have come in online through the self-serve 311 portal.
The contact centre has fielded calls related to almost all City departments with inquires about utilities, waste and recycling and transit being some of the highest.
The creation of Lethbridge 311 provides residents with one easy-to-access place for answers on any City programs and services. Along with the 311 number, available Mon-Fri from 8 a.m. to 4:30 p.m., residents can also visit 311.lethbridge.ca 24/7 for information and to submit online service requests.
For more information, contact:
Tara Grindle, Corporate Communications
City of Lethbridge