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City of Akron 311 Call Center Celebrates 10th Anniversary


City of Akron Press Release
From the desk of stephanie york
Published: 06-20-2014


          The City of Akron 311 Call Center is marking its 10th year in operation.   Since its initial opening in June, 2004, the call center staff has fielded over 1.8 million calls for non-emergency city services and information.   The agents at 311 have entered over 750,000 customer service requests as a result of those calls.  Some of the most common citizen complaints are issues such as special bulk pick-ups, potholes, high grass and weeds, snowplowing, storm damage and various other city-wide issues.

            “We have a group of highly dedicated employees who work hard to make our 311 center user-friendly,” noted Mayor Don Plusquellic.  “Our 311 employees make a conscious effort to stay true to the centers original purpose of ‘one stop shopping’ so that a resident’s needs can be handled with one call.”

                        In a further effort to improve services to the citizens of Akron and visitors, future upgrades are being planned to improve practically every aspect of the current system.  There are many technological changes that will be phased in over a period of time that will help improve overall data entry time.  This will improve hold times, system management, mobile computing for field inspectors, and the ability for citizens to enter requests for services from their smart phones or their home computers.

            The Director of the Department of Neighborhood Assistance, John Valle has placed special emphasis on acquiring 21st century technology to help improve the overall productivity of not just his department, but also departments city-wide.  Valle stated, “Improving our technology base is not only critical to meeting the high demands of our citizens in the future, but will also enable us to meet those demands economically.”

For further information, contact:
stephanie york
communications director
Phone: 330-375-2345
E-mail: [email protected]

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