Nutter launches 311 call center

December 31, 2008 3:42:06 PM PST
The city of Philadelphia launched the new 311 call center Wednesday, promising to help solve any non-emergency issue in the city.Mayor Michael Nutter calls it a "one stop shop" for citizens' complaints and problems.

If it works as expected, it could mean improved customer service for residents and more bang for the buck for taxpayers.

Mayor Nutter fulfilled one of his campaign promises by officially opening the 311 call center Wednesday morning at City Hall.

The mayor even donned a headset at one point, and spent some time as an operator. The call he took was about recycling.

Proponents of the million dollar project say 311 can be about accountability and customer service.

In the past, many residents complained, but calls were ignored. With 311, the complaint will get a tracking number, similar to those on shipped packages. That number will allow the caller to track the complaint and the requested service.

"We can provide them a status as to where they are in the process," said 311 call center director Rosetta Carrington Lue.

The operators are then supposed to give the caller an idea as to when a city crew will be coming out to look into the problem.

311 can be reached via the telephone 24 hours a day, 7 days a week, 365 days a year or via the walk-in centered located in Room 167 of City Hall during normal business hours.

You are reminded, however, that for emergencies you should still dial 911.

Related Link:

Philadelphia's 311 website

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