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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 said the department sends reports to other departments for service actions and is adding service categories to the 311 mobile app to allow residents to submit tickets online.
Councilors raised quality-control concerns: several members noted instances where residents were given incorrect guidance, for example about whether a second trash barrel could be obtained. Garner described a two-week onboarding and shadowing approach for new customer-service representatives (CSRs) and said 311 maintains a centralized quick-reference guide (a multi-sheet spreadsheet for each department) intended to help CSRs find authoritative answers promptly; he also said the guide needs more up-to-date input from departments.
Garner and Councilor Davila discussed department training and the challenge of getting timely updates from other city offices; Garner asked departments to supply current contact/procedural material to reduce misinformation. No action was taken; councilors requested additional cross-department coordination.
Less-critical details: Garner said the 311 operation mails documents and processes a significant volume of city requests and that Intelligov and other vendors help maintain the app and software.
