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ATL 311 expands hours, rolls out Microsoft Dynamics portal and reports high service levels
Summary
Customer Service Commissioner Maisha Good and staff described FY26 budget details, technology upgrades including Microsoft Dynamics, a new chatbot and kiosks, expanded hours to midnight on weekdays, and high service levels for call handling and supportive services.
Atlanta — Maisha Good, commissioner of the Department of Customer Service, told Atlanta City Council ATL 311 expanded operations in FY25 and will continue technology and workforce reforms in FY26 to improve constituent service.
Good said the department extended operational hours to midnight Monday through Friday and replaced its CRM with Microsoft Dynamics, adding a portal, mobile app, live chat, a chatbot and kiosks in City Hall and Finance for self‑service. Deputy Commissioner Vernon Edmonds reported the call center presented over 250,000 calls year to date (through…
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