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RVA 3-1-1 director outlines call center upgrades, staffing increases and new customer tools
Summary
Peter Brielle, director of RVA 3-1-1 (Citizen Service & Response), told the Governmental Operations Committee the city expanded staffing, added call-back technology, extended hours and online tools but is seeing a post-January call surge that may require further capacity.
Peter Brielle, director of Citizen Service & Response (RVA 3-1-1), told the Governmental Operations Standing Committee that the city’s 3-1-1 operation has increased staffing and technology capability and is pursuing further improvements to reduce hold times and improve departmental responsiveness.
Brielle said RVA 3-1-1 handled over 200,000 calls in 2024 and logged roughly 75,000 service requests in the 3-1-1 system that year. He described recent upgrades including a new contact-center platform, an option for callers to request callbacks (enabled in November), extended weekday hours to 7 p.m., Saturday morning availability and the rollout of an after-call survey. “In answer to the question, how is the service your agent provided today on a scale of…
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