MIME-Version: 1.0 Content-Location: file:///C:/4F551CF4/HARTFORD311FACTSHEET.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" HARTFORD 311 FACT SHEET

HARTFORD<= /span> 311 FACT SHEET

 =

Hartford<= /st1:City> 311 was established in July 2006.  It functions as a centralized call center for all informational or city service requests.&nb= sp; For the second straight year, Hartford 311 has surpassed the 100,000 call= mark.  The most frequently asked questions refer to taxes and vital records, like birth certificates.

 

As = people learn more about calling 311 for non-emergency questions, there has also be= en a reduction in calls to 911, helping dispatchers concentrate on true emergencies. You can even enter yo= ur own service request online at www.= 311.hartford.gov. 

 

HIGHLIGHTS:<= /b>

 

·        Overall average completion tim= e for city service requests has been cut in half since 311 started

 

·        Since 311 was created, supervi= sors are now able to concentrate on supervising rather than having to answer doz= ens of voicemail messages <= span style=3D'font-size:14.0pt'>

 

·        Call volume increased by more = than 6,000 from 2007-2008  -  despite reductions in staffing and serv= ice hours due to budgetary constraints

 

·        311 is a critical component of= the City’s emergency preparedness – a crucial point = of contact for City residents to get up-to-date and accurate information witho= ut clogging up the 911 lines

 

 

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2007

2008

Total Calls Received

 =

108,421

114,819

I= nformation Only

 

72,352 (66%)

74,703 (65%)

&= nbsp;    Top Topics:

T= axes

16,399

21,281

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V= ital Records

8,019

7,849

<= o:p> 

T= own Clerk

2,663

1,310

C= ases Created for Departments

10,488 (10%)

12,531 (11%)

&= nbsp;    Top Topics

T= rash/Recycling

2,225

2,392

 

H= ousing Code

1,702

1,889

 

S= treet Conditions

1,782

1,505

 

V= acant Lots

461

309

 

S= treetlights Out

451

294

 

P= ark Conditions

144

206

 

T= ree Complaints

279

231

C= all Transfers to Employees Requested by Name

25,581 (24%)

27,585 (24%)

 

And people like it!!!

 

I want to express my optimistic opinion of the 311 program. I have used this program several tim= es and the folks have answered my questions.&= nbsp; As a manager for a business located on Pratt Street, I am always trying to "Build it Up, Hartford" as the old slogan used to be.  So my questions have been related to tourism, advertising, and PUBLIC SAFETY.  I believe in the program and ask t= o keep it up and running. 

 

Gary

Local business manager, = Pratt Street

 

"Call 311" = service for city residents is the best initiative to come to Hartford in a very long time.  My neighbors and I keep the magnet on our refrigerators for quick access.  Thanks again.

 

            =        Deborah

            =        Charlotte Street

 

Good afternoon, IR= 17;m calling about Kathy and the 311 phone center, I’d like to express how courteous she was, how efficient she was doing her job with my complaint, a= nd I hope you have more workers like that. Again, what a pleasant worker! Thank = you so much.

 

            =        Mrs. Green

            =        Main Street=

 

My recycle bin had be= en forgotten and within a ½ hour everything was taken care of. I like t= his 311.

 

            =        Annette

            =        Cheshire Street

 

 

To Susan and your won= derful staff who responded to over 400 telephone inquir= es from the community most professionally and remained in touch with our office throughout the hours of the election.  We could not have done this wit= hout ALL OF YOU! Thank you all!

 

            =        Shirley Surgeon

            =        Former Democratic Registrar of Voters