Office of Mayor William Peduto
City Celebrates March 11 '3-1-1 Day'
311 Response Center to expand hours, technological offerings this year

PITTSBURGH, PA (March 11, 2015) - Mayor William Peduto today celebrated March 11 as ‘3-1-1 Day’ in the City of Pittsburgh in honor of the continued success and development of the 311 Response Center.

“The success of the 311 Response Center is a city-wide effort,” said Mayor Peduto.  “I am very proud of the commitment our employees continue to demonstrate to this invaluable service.”

The 311 Response Center is a part of the Department of Innovation & Performance. Since the creation of the Department in February 2014, several upgrades and improvements have been made to the 311 process, demonstrating the Peduto administration’s continued commitment to providing services in an efficient, effective and equitable manner.

“The goals of the 311 Response Center are to provide excellent customer service and easy access to government,” said 311 Manager Wendy Urbanic. “The 311 Response Center is proud to serve the citizens, visitors, employees and commuters of the City of Pittsburgh. We are very excited about implementing changes to make those services even better.”

 

Statistics

From February 2014 - February 2015, 311 received the following:

  • Number of service requests:   60,311 (61% increase from 36,935 requests in 2013)

  • Number of service requests completed:  51,682 (86% completion rate)

  • Number of calls:  89,095  (75% increase from 66,448 calls in 2013)

  • Number of emails:  10,427

Despite the increase in service request volume, the abandoned call rate was was 4.2%, down from 9.1% in 2013.

Top issues reported:  Potholes (15,074), Weeds/Debris (4,724), Snow & Ice Control (3,381)

 

Enhancements

In 2014, 311 phone hours were expanded to 7am-4:30pm M-F to accommodate more traditional users. Phone hours will be expanded to 7am-7pm M-F later this month. In addition to extended hours, the 311 Response Center will be getting new software that will take service requests straight from your phone or computer and transmit it to city workers in the field, drastically cutting response times. A mobile application will be introduced that will transform two-way communication with the city and provide the transparency residents deserve.

 

311 Response Center Highlights of 2014/2015:

  • Introduced @Pgh311 on Twitter, there are now over 3, 700 followers.  The average engagement rate is 4.3% for the past 28 days, with over 1400 request taken via Twitter.

  • Installed new Automatic Call Distributor to manage phone queues and allow cross-training opportunities with the City’s Help Desk.   

  • Installed Call Recording software so that every call is now monitored and recorded for improved customer service.

  • Extended operator hours to 7am-4:30pm on Oct 6, 2014.

  • Operating hours will be extended to 7am-7pm 12-hour coverage on March 30, 2015.

  • Provided outreach at various city and community/neighborhood events: Civic Leadership Academy, Citywide Public Safety Meeting and Love Your Block.

  • Issued RFP to purchase new Customer Relationship Management software to be implemented in Summer, 2015

  • Working with CMU on using 311 data for predictive analytics to support city operations

  • Planning for the Association of Government Contact Center Professionals annual national conference (AGCCP.org) to be hosted in Pittsburgh in May, 2015. Over one hundred 311 Center representatives from across the country will come to Pittsburgh to discuss best practices and experiences.


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