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311 director says new phone system and app updates aim to modernize citizen requests
Summary
Springfield’s 311 director reported that the office installed a new phone system, is updating the 311 app and is implementing process and reference tools to support staff. The center handles roughly 400 calls per weekday, staff said, and is working to improve interdepartmental data and training.
At the Committee of the Whole’s May 21 budget hearing, Jason Garner, director of 3-1-1, told councilors the service handles approximately 400 calls per business day and has recently upgraded its phone platform.
Garner said the older system was “very antiquated” and the new solution provides menu routing so callers can reach departments directly or be routed to 311 for tracking and follow-up. He…
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