Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the 311 Customer Service topic
No spam. Unsubscribe anytime.
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 customer‑relationship platform. City phone number 298‑5000, TTX Connect app and the online portal are now live. Chat and SMS channels are also active during business hours. - Volume: From the March 11 launch through August the team logged 95,902 interactions across phone, chat, text and web. Of those, 2,084 were self‑service submissions; roughly 27,000 interactions were handled by call‑center agents; and approximately 8,938 interactions resulted in work orders sent to departments (about 63% of interactions were resolved without creating a work order). Staff said their operational target is an 80% rate of issue resolution without creating back‑office work orders. - Solid waste and brush/bulk scheduling: The call center is scheduling bulk/brush pickups. Staff said online scheduling for brush/bulk will be available soon (Smartsheet will be used as a middleware to integrate scheduling with the routing software). Staff emphasized callers must have an active utility account for scheduling and that brush/bulk pickup is limited to once per month per household; the city will use scheduling to create more efficient quadrant routing as volumes increase. - Field operations: Staff said the current pickup capacity is managed based on available trucks; the operation is conservative while ramping up routing efficiency. The city is running multiple trucks and will scale scheduling slots as routing capacity increases. Staff also noted city crews and code compliance often respond together to illegal dumping reports; prosecution is pursued when identification exists. - Other programs: Staff highlighted the tool library (growing patron base and checkouts), monthly dumpster/roll‑off events and targeted neighborhood cleanups. Staff said marketing will communicate program wins and educate residents on the new self‑service options.
Staff quote: "Residents shouldn't need to understand the city's form of government to access city information and services," the customer‑care manager said, summarizing the program's user‑centric goal.
Ending: Staff will continue rolling out online self‑service scheduling for bulky/brush collection and will deliver monthly and quarterly data reports to departments to monitor performance and open‑request aging.
