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City updates 311/TTX Connect launch and solid‑waste scheduling: staff report high interaction volumes and plan online brush scheduling
Summary
Customer Care staff updated the council on the city's new centralized 311 customer‑care operation and TTX Connect portal/app. Staff reported the service launched March 11, 2025; between March and August agents handled roughly 95,902 interactions, with 2,084 self‑service requests and about 8,938 resulting in work orders.
City Customer Care staff provided a progress report Thursday on the new centralized 311 call center and the TTX Connect mobile app and web portal, which the city launched publicly on March 11, 2025.
Why it matters: The 311 program consolidates multiple departmental phone lines and is intended to give residents a single access point for scheduling bulky/brush pickups, reporting missed collections, requesting maintenance and asking general city service questions. The shift also aims to reduce transfers between departments and to capture service‑request data for city managers.
Key operational points and metrics staff reported: - Launch and channels: Catalyst (implementation partner) and Salesforce were used to build the…
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