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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 April) and handled inbound call volume at an 85% service level. Supportive services calls were handled at a 99% service level, a figure Edmonds attributed to referrals from the Housing Help Center, the Department of Grants and Community Development, and 911 triage.
The department said it will continue Phase 2 of technology integration to strengthen connections with Acela, Inquesta and CityWorks, improve live‑agent transfers and add workforce planning tools. The FY26 personnel table listed 160 total positions across funds (115 filled, 45 vacant as of February); staff said total headcount had increased to 127 by the meeting date. The department plans to abolish 20 positions identified as unnecessary after a workload assessment and noted a projected FY25 year‑end surplus of about $200,000.
Council members asked about weekend and late‑night coverage for seniors and other constituents who cannot use online tools. Good and Edmonds said self‑service channels are available 24/7, described activation procedures for urgent events coordinated with the mayor’s office, and offered to share a citizen‑facing guide and dashboard showing division trends.
Why it matters: ATL 311’s technology and staffing decisions affect how quickly residents get responses to service requests and how city departments coordinate operational responses. The department’s investments in CRM modernization and workforce tools are intended to reduce premature case closures and improve the “closed‑loop” tracking many council members requested.
Follow‑up: Customer Service staff will send a division trending dashboard and a public guide to ATL 311 self‑service options, and will continue to monitor premature case closures and departmental coordination.
