The 311 Citizens Service Center (CSC) has been receiving residents calls since September 2008 and has answered 574,436 calls.  On any given month the call volumes fluctuated between 11,000 and 19,000 calls.

Next is an overview of our second quarter phone activity phone stats for fiscal year 2012.

OCTOBER SNOW STORM

The city of Springfield was directly affected by several natural disasters this past 2011 year. An unexpected snow storm impacted the city on October 29, 2011. The Disaster resulted in streets blocked; no electricity for several days and hundreds of trees and branches broke down. The 311 Center was the point of contact for emergency numbers, shelter locations, and debris pick up schedule. After the emergency state was lifted, the 311 Center continued to be the point of contact for debris pick up, streets blocked and general information. During the month of November last year we answered 14,317 calls this year we saw an increase in call volume by almost 20% mostly related to the storm. The actual number of calls answered was 17,798.    

 Finally, this event lead our internal departments that normally don’t have the need, to, cohesively build a team environment with one goal in mind  and that was in reviving the Spirit of Springfield back into our affected residents.

3-1-1 is One Call to City Hall

 For questions please contact 311 Director Donna Carney at dcarney@springfieldcityhall.com

The types of requests include: pothole,catch basin, tornado debris pick up, forestry, tax payer and assessors requests as well as police ordinance requests and others.  Tracking of service requests hold departments accountable to local residents for getting the job done quickly and efficiently.  Keeping residents apprised of the work being completed in their local neighborhood or communities lets them know their tax payer money is at work.  Over 40,000 calls were answered by the 311 call center representatives and only 17% of those calls resulted in a transfer.  All other calls were handled at the point of contact with the center.