Toronto launches 311 Center.

• Position: News & Numbers - Brief article

The City of Toronto, Ontario, activated a new 311 Contact Center at the end of September, the largest fully integrated system in North America. Customer service representatives will resolve 70 percent of all calls at the first point of contact, 24 hours a day, seven days a week. Before the 311 program, the city had 251 inquiry lines at nine call center operations at 26 locations. It processes approximately 48,000 calls per week.

Toronto's 311 program provides several ways to access nonemergency city services, programs, information, and is part of the city's larger customer service. Initially, the 311 service will be provided by phone, e-mail, or mail. Service is provided in more than 180 languages through a telephone interpretation service, and TTY service for the hearing impaired is also available. The service is also available to people calling from outside the city...