311 customer care report: call volumes down from 2022 spikes as self‑service and new channels expand
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Summary
Monica Hamilton and 3‑1‑1 staff reported reduced call volumes compared with 2022 and outlined steps — online forms, upcoming chat, email tracking and a knowledge base — to shift customers to self‑service and reduce hold times.
Monica Hamilton, representing the city’s 3‑1‑1 and customer care operations, briefed the board on call‑center trends and technology changes intended to reduce phone demand and improve case tracking.
Hamilton said the marked reduction in calls relative to 2022 was tied in part to the aftermath of a 2022 ransomware attack and phone‑system failures that produced abnormally high repeat calling. She described 2023–24 volumes as closer to normal and said new service channels and self‑service features have driven part of the decline.
“We have a little bit of a idea down toward the end on the top 10 service menu choices … bulky waste, missed refuse pickup, and then cart replacement are some of the things that people are trying,” Hamilton said, noting the city recently launched online forms in December to request start, stop or transfer of utility service and plans to add a chat feature in 2025.
Hamilton cited practical issues the city is addressing: when citizens submit reports by email they currently receive a confirmation but cannot reliably track case status without calling; app or Tulsa311.com submissions provide better tracking and trigger close‑out notifications. She said the city is working to integrate email with the phone system, expand chat, and develop a more robust knowledge base using a tool called ProcedureFlow to shorten training time for agents.
Board members asked about changes in abandoned‑call rates and overall totals. Hamilton said abandoned calls fell materially from 2022 levels — when she estimated an abandoned‑rate near 56% — to single‑digit percentages in recent reporting. She also explained seasonal and event‑driven spikes for 3‑1‑1 — notably summer code enforcement, storm‑related debris calls and summer service requests — and that utility calls typically take longer because of decision points and billing issues.
Hamilton said the 3‑1‑1 and utilities reports are separate today but together reflect the full universe of calls; she said the city will work toward unified reporting that still shows functional differences between the two groups. She thanked staff for handling weather‑related call surges and noted that many customer‑care staff are remote, enabling rapid outreach during events.
The transcript records no formal board vote; Hamilton said staff will continue implementation of the self‑service tools, chat and the ProcedureFlow knowledge base.
