City’s 311 Call Center earns 92% approval rating in customer satisfaction survey


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News release from the City of Fort Wayne:

City’s 311 Call Center earns 92% approval rating in customer satisfaction survey

(October 29, 2014) – Mayor Tom Henry today announced the City of Fort Wayne’s 311 Call Center received a 92% approval rating in its most recent customer satisfaction survey.

Nearly 400 City residents participated in the survey.

“We’re fortunate to have a tremendous 311 system in the City of Fort Wayne,” said Mayor Henry. “We continue to receive positive feedback from residents who depend on us each day to provide services to move our community forward. The 311 Call Center is an important investment that continues to grow and succeed.”

“The 311 Call Center is the venue where our residents can partner with local government to make an impact in our community. I’m glad they feel that our system is working for them,” said Julie Sanchez, director, Citizen Services Department.

The City launched its 311 program in 2007 to make government more accessible. Since then, services provided by 311 have continued to expand as the Citizen Services Department currently assists 22 City departments. In 2013, the call center handled over 170,000 calls. Through September of this year, more than 153,000 calls have been placed into the call center.

Earlier this year, the 311 Call Center was named a top 50 small call center by BenchmarkPortal. This is the third consecutive year that Fort Wayne’s call center has ranked in the Top 100 Small Call Center category.

The 311 service is part of an ongoing effort to make City government easier to access and more responsive to the needs of the community.


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