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311 customer care report: call volumes down from 2022 spikes as self‑service and new channels expand
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…
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