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Finance committee hears 311 performance report as 'ATL 311' rebrand, IVR and CRM integration planned
Summary
City staff reported improved call-center metrics, a rebrand to ATL 311, chatbot and IVR upgrades, outreach to 4,400 residents and ongoing CRM/CRM-AIM integrations; committee asked for more granular dashboards and weekend staffing details.
City staff briefed the Finance Executive Committee on Nov. 12 about Atlanta's 311 customer-service operations, reporting both improved metrics and planned technology upgrades.
The 311 manager (Speaker 8) said dashboards built in Power BI show queue and handle times, top call types and SLA performance. "We have spoken to over 4,400 individuals out in the community," the presenter said, and noted average queue times and SLA closure percentages across departments. Staff described a rebrand to "ATL 311," deployment of chatbot and IVR prompts, and phase-two CRM work to enable bidirectional integrations with social media and departmental systems.
Committee members asked for year-to-date reporting versus quarterly snapshots and for the ability to drill down to service-request level data. A councillor (Speaker 7) suggested the city should screen out assessment deltas caused by successful tax appeals and requested district-level trend analysis over three to five years. Members also asked about weekend coverage for building/code enforcement calls; staff said weekend lines are separate and pledged to follow up with staffing details.
On premature closures (cases closed by field staff before the work was complete), staff said the current process relies on field crews to mark cases resolved and that customer feedback triggers escalations. The new system will send closure notifications to customers and close the feedback loop, staff said, which members hoped would improve detection of incorrectly closed cases.
Staff committed to sharing dashboard links, providing more granular exports and reporting back on integration timelines and photo-evidence options from field crews. No formal committee action was taken on the 311 presentation.
