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311 reports call volumes steady; new website and app planned to boost self‑service
Summary
The city's 311 manager told the committee that the customer‑service center averages about 12,000 calls monthly, answers most calls in about a minute, and will relaunch an updated branded Spokane 311 website and mobile app to increase online self‑service.
Ellen, 311 manager, updated the committee on Spokane's centralized customer‑service operation (311). She said 311 supports nine city departments directly, operates weekdays from 7 a.m. to 6 p.m. (phone) with a front counter open 8 a.m.–5 p.m., and that the app and website are available 24/7.
Staffing: Ellen said the team consists of 12 specialists, two supervisors, a quality/training manager and a director; average on‑the‑job staffing is about 11 employees because the…
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