2, 2005 - Mayor Bill Haslam announced today that residents
can now call just one telephone number - 311 - to access information
about services provided by the City of Knoxville.
3-1-1 to Access City Services
|If your wireless
or landline phone carrier cannot directly access the City's
3-1-1 Call Center, you can reach us by dialing 865-215-4311.
Monday - Friday 7 AM to 5 PM
more about the 311 Call Center
"One number, one call is what our new 311 customer service
center is all about," said Mayor Haslam. "City residents
can call that number to check on services, file a complaint or get
an answer to a question. You just need to dial 3-1-1 and help is
on the way."
"311 is not only city residents easy-to-use direct line to
Knoxville city government, this new customer service center will
help us improve communication among departments, reduce response
time to residents' requests, and ensure services are delivered efficiently."
The 311 center's hours are 7 a.m. to 5 p.m.
center's official opening today culminates a year-long city-wide implementation
process that included purchasing new computer hardware and software,
and then working with city staff to create a database of information
for service representatives to access.
The 311 Center began May 5 answering the Public Service Department's
service request line, which citizens dialed to report problems like
potholes, abandoned vehicles, and overgrown lots.
Since then, other City departments' telephone lines have been gradually
transferred to the new center - including Municipal Court.
Currently the center is fielding about 750 calls per day - more
than 27,000 telephone calls since it's been in operation - and that
number is expected to increase as residents become familiar with
the 311 service.
The 311 telephone number was activated in Knox County last week
by BellSouth and many cellular telephone providers. Businesses with
other telephone service providers may need to check with their provider
to access 311.
When citizens call 311, a customer service representative will enter
their service request into the City's advanced tracking system and
submit it to the appropriate City department immediately. All requests
for service will have a tracking number so customers can check the
status and get updates on their request.
The 311 system can also provide City managers with detailed reports
that includes such information as response times, action taken,
maps and other data to assist them in better deploying resources
and to make the delivery of City services more efficient.
311 also provides citizens with information about events occurring
in Knoxville, including Boomsday, Christmas in the City and Festival
on the Fourth.
About 30 cities and counties across the country have implemented
311 in various forms to handle non-emergency calls since the Federal
Communications Commission approved the number's use in 1997.
Implementing a 311 system was one of the promises Mayor Haslam made
during his campaign and it's one strategy to fulfill the administration's
goal of delivering city services you can count on at a competitive