How 311 Works:

311 makes it easy for citizens to access their municipal government for both information and non-emergency services. This centralized customer approach handles non-emergency municipal inquiries, thus unburdening our 911 service to respond to emergency and critical situations.
311 utilizes a Customer Relationship Management software system, which is designed specifically for government with the goal of efficiently addressing customer needs and optimizing municipal service delivery. The 311 service:
Facilitates the intake process for citizen service requests by providing a means of effectively capturing details of reported issues
Automatically routes requests to the appropriate department for response
Reduces duplication and tracks the progress and completion of the work done
Provides the 311 team a robust and detailed knowledge base to search for answers to citizen inquiries
Supports multi-channel access including phone, text and email, as well as the self-service options of
311 online and a free mobile app,
Windsor 311, both available 24/7
Works together with the City's EIS system, allowing for validation of addresses and mapping incident locations
Identifies trends in reported issues and supports data-driven decision making
Strengthens internal business processes and fosters continuous improvement
Enhances customer satisfaction