Happy fourth birthday, 311
Lethbridge 311 has continued to evolve into the central hub for City information and customer service since its launch in 2019. March 11 (3/11) marks the fourth year of the City service and the customer contact centre.
It's been a busy year for Lethbridge 311 with more than 128,000 cases created since March 2022. When compared to the 100,000 cases created in 2019, it shows more residents are contacting 311 to learn about City services and programs. The past year also saw the introduction of two new functions, 311 live-chat and a new inquiry resolution process.
General Manager of Customer Service and 311, Cathy Gejdos, says the team at 311 is always looking to improve the resident experience and deliver a quality and accessible service to the community.
"Our staff answer more than 100,000 calls per year in addition to assisting residents in-person at City Hall and via chat online, with all kinds of requests and inquiries," says Gejdos. "Whether it's on the phone, online or face-to-face, every interaction we have with a resident means a new opportunity to connect them with the information they need about City services and programs."
Residents are encouraged to contact 311 for the most up-to-date information regarding City services, ongoing events and service availability. Service requests can also be made through 311 with everything from pothole repairs, graffiti removals to getting that old couch picked up and sent to the landfill.
"Watching the 311 grow and change to our community's needs over the past four years has been really exciting to watch," says Travis Hillier, Community and Council Relations Director, "As a Lethbridge resident, I utilize 311 regularly as well. It's a convenient way for me to report the downed tree on my block from the storm we had recently without having to pick up the phone."
Live agents are available Monday to Friday from 8 a.m. to 4:30 p.m. with an after-hours trouble line available for urgent requests like power outages and watermain breaks.
For more information about 311 services or to submit a service request via live-chat visit 311.lethbridge.ca.