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Atlanta’s ATL 311 expands hours, cites staffing changes and digital tools in quarterly update
Summary
Department of Customer Services officials told the Finance and Executive Committee that ATL 311 handled roughly 50,000 call presentations from November–April, extended evening coverage to midnight, added chatbot/live‑agent chat, and is abolishing 19 funded positions after a review of workload and hours.
ATL 311, the City of Atlanta’s nonemergency service contact center, reported expanded hours, ongoing technology deployment and staffing changes to the City Council’s Finance and Executive Committee on May 14.
Commissioner Maisha Goode, who presented the quarterly update for the Department of Customer Services, told the committee that ATL 311 extended its hours to midnight on July 1, 2024, and that on April 14 “our supportive services team started to work from extended to midnight as well to support PAD.”
The update covered November 2024 through April 30, 2025, and described channels handled by ATL 311 — phone, mobile app, web portal, IVR and a newly onboarded chatbot with a live‑agent option. Goode said the center saw about 50,000 calls presented in that period and that the team “handled a hundred and forty‑nine of those,” while noting some abandonment. She said the center is meeting service‑level agreements for both the main call center and the evening supportive services team.
The presentation summarized top case types by department: the…
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