City’s 311 report volume reaches six digits in 2022

By Al Beeber - Lethbridge Herald on October 12, 2022.

LETHBRIDGE HERALDabeeber@lethbridgeherald.com

A report to Lethbridge city council on Tuesday shows that 100,000 cases have been logged so far this year by the City’s 311 system.

The report, presented to council by Customer Service and 311 general manager Travis Hillier, also showed the average call length is two minutes and forty-five seconds and more than 90 per cent of calls have been answered without a transfer.

The report says Lethbridge 311 is the first point of contact for all inquiries to the City and that standard service requests are triaged. Escalated inquiries are co-ordinated by the inquiry resolution administrator.

The system has several benefits, according to the report, including improved response time, a reduction in duplicate requests, improved tracking and reporting, increased consistency in responses and the ability to leverage the 311 knowledge base.

Residents wanting to reach council members can contact 311 and provide the service with their name, contact information and description of their request which is then forwarded.

This, says the report, ensures tracking and follow-up, reduces duplication and gives council information about the inquiry to prepare them for a conversation with the resident.

311 can be accessed in several ways including calling 311 by phone, going to city hall, doing a 311 live chat digitally and by completing an online form at lethbridge.ca

The live chat is now online after being operated in beta mode.

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