GILLINGHAM: FIXING CUSTOMER SERVICE STARTS WITH FIXING 311

25% annual budget increases for 311 until average waits drop below three minutes

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As in other cities, Winnipeg’s 311 Call Centre is meant to give citizens a simple number to access City

Hall – but it also exists to help gather data on citizen priorities. Since COVID-19 began, 311 has faced

unusual pressure, with high staff turnover.

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“We can’t fix city customer service without fixing 311 first – so we must invest in staff and capacity,”

mayoral candidate Scott Gillingham said outside of City Hall today. As mayor, Gillingham is

committed to:

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• Increase the 311 unit’s budget by at least 25% annually (+$1.1m in 2023) until quarterly call

connection averages drop below three minutes. Funds will be available for hiring, pay or

training as needed.

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• Deliver a 311 chatbot with live and scripted contacts to help reduce basic fact

inquiries, using a challenge-based procurement model.

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• Enact policies to ensure 311 staff have clear permission to terminate abusive calls.

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• Launch an international languages recruiting initiative to increase 311 staff diversity. Other

cities promote their 311 call centre’s language and cultural capacity. Winnipeg should do the

same.

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• Ask the Standing Policy Committee on Protection, Community Services and Parks to review

311 to determine if any city functions can receive direct calls as a temporary

measure, relieving pressure on 311 services.

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• Improve 311 to ensure all 311 contacts get an update on the status of their request.

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Gillingham already announced his ‘Neighbourhood Action Team’ plan to improve community service.

More commitments on customer service improvements will be coming shortly.

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For more information: Colin Fast 204-803-6406 / media@voteforscott.ca

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