Ahmad Radmanesh - P.Eng., Ph.D

The City of Calgary launched Canada’s first 3-1-1municipal phone service on May 18, 2005, connecting citizens with nonemergency City services through a 3-1-1Operations Centre that handles thousands of citizen’s service requests from initial intake through to resolution. 3-1-1enables citizens to dial one number, 3-1-1, 24 hours a day, seven days a week to get program information, to request a City service or report municipal problems. More than a phone number, 3-1-1 uses stateoftheart Customer Service Request technology to coordinate and electronically assign work orders to field staff throughout The City. CSR lets customer representatives do their work electronically, streamlining response times and service request followups. The citizens can also make a service request through the Web. For citizens, the undisputed advantage of CSR is that the multifaceted, behindthescenes workflow of hundreds of City services is simplified … giving them a better customer experience and a positive ‘first’ perception of accountable and responsive local government.