3-1-1: Connecting Citizens to City and Regional Information Over the Phone

The City of Mississauga is committed to providing responsive, seamless and accessible customer service to all citizens. To make it simple to contact the City, a centralized service called 3-1-1 was developed. 3-1-1 is a non-emergency phone number that connects residents to City and Regional information, programs, services and engagement opportunities.

The number can be dialled from a landline, cell or pay phone within Mississauga city limits. It is a free service; however, standard cellular airtime rates may apply. 3-1-1 also offers free language interpretation in more than 240 languages and dialects. Callers needing interpretation are encouraged to state the name of the language they are comfortable speaking in and an interpreter will be connected to the call.

So far, in 2015, 83 per cent of the requests that have come through 3-1-1 have been requests for information.

3-1-1’s Customer Relationship Management (CRM) module allows CSA’s to capture citizen and customer requests for information, service complaints, problems or issues. If a citizen calls about a service request – like fixing a pothole they are provided with a unique service request number. They can follow up on their service request by providing the CSA with their unique service request when they call 3-1-1.

QUICK FACTS ABOUT 3-1-1

• Major weather events account for spikes in calls to 3-1-1
• Average 3-1-1 calls per month: 23,000
• June and July are  the busiest months for 3-1-1
• Average 3-1-1 calls per year: 280,000
• Popular 3-1-1 topics include:
  • Property tax
  • Property zoning
  • Regional services
  • Report dead/unhealthy tree
  • Pet licenses

Online Services

Service requests may be submitted online 24/7 through the City’s website. The status of service requests submitted online can be tracked. Currently there are a number of online services offered, including permits and reporting concerns on properties, trees, roads, sidewalks, drainage, noise, litter, graffiti and parking. Launched at the end of 2013, the use of 3-1-1 online services is increasing.

Enhancing Services

Over the next year, 3-1-1 will be making some extensive enhancements to its current operations to provide citizens with more ways to access 3-1-1 services.

• Self-service: Later this year, 3-1-1 will be launching an online Knowledge Base, where citizens can access up-to-date information about City and Regional programs and services.
• Mobile applications: The City will also be offering 3-1-1 through a mobile platform, which is currently in development to provide citizens with an alternative way to connect with the City.

Wendy McClymont, Manager of the 3-1-1 Citizen Contact Centre: She is responsible for overseeing the daily operations at the 3-1-1 Citizen Contact Centre.

When callers dial 3-1-1, they’re connected with a highly trained Customer Service Advisor (CSA), who provides information and assistance. If a call needs further assistance, Advisors direct callers to the right City business areas for information.

3-1-1 adheres to trying to resolve all citizen service requests without having to transfer calls.

Mississauga’s 3-1-1 Citizen Contact Centre is open Monday to Friday from 7 a.m. to 7 p.m. After hours, dispatch service is available for urgent issues on weekends and overnight Monday to Friday. For urgent City service, such as parking considerations, a request for parking or by-law enforcement, reporting an injured animal or an animal at large, severe flooding or debris obstructing Mississauga roads, you can dial 3-1-1 after regular business hours and through a menu selection be transferred to the After-Hours Dispatch.

To learn more about 3-1-1, visit mississauga.ca/311. For citizens using a TTY device, please dial 905-896-5151. Dial 905-615-4311 to reach Mississauga 3-1-1 when outside city limits.