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Tulsa 311 and utilities customer-care update: calls fall as self-service and chat plans expand
Summary
City staff reported a sizable drop in call volume from 2022 levels, explained the causes, and described steps — including online forms, an imminent chat launch and a knowledge‑base tool — intended to reduce call demand and improve case tracking.
City customer-care managers told the board that telephone demand has declined significantly from peak 2022 levels and outlined ongoing work to expand online self-service, add a chat feature in 2025 and improve staff knowledge and case tracking.
Monica Hamel presented the 3‑1‑1 and utilities customer-care report. She said the large reduction from 2022 call volumes reflected the aftermath of a ransomware event and a failing phone system in 2022 that produced repeated, long calls and retries. "It's more like normal," Hamel said of the more recent volumes.
Hamel, joined by Leticia Davidson (311 manager) and Vicky Williams…
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