“Hello, welcome to the City of Edmonton, I’m Irshaad.”
Irshaad, a City of Edmonton 311 agent, loves his job. Knowing his city and helping people find the services they need “is rewarding work.”
Since 2009, 311 has received over 20 million interactions. The most common inquiry is the status of a particular bus, or directions getting from West Edmonton Mall to downtown.
The City of Edmonton has 73 lines of business, so, no two calls are quite the same.
On average, 311 receives over 5,000 calls a day and nearly 2 million interactions a year.
On February 2, 2020, the operating hours for 311 change from 24 hours a day to 12 hours a day. The new hours will be 7 a.m. to 7 p.m. every day except statutory holidays.
“Given City Council’s budget realities we needed to look for efficiencies,” said Rob Klatchuk, Branch Manager of Engagement.
“Approximately 85% of our calls are between 7 a.m. and 7 p.m.,” Klatchuk said. “There is increased access to mobile friendly services like takeETS.com, Edmonton.ca and the 311 App, so, we examined how best to deliver information and services in a cost-effective manner, while balancing the ease of access with the high level of service.”
Urgent public safety concerns, including downed trees on major arterial roads, sinkholes or dog attacks, will still be available after hours by first calling 311. As for fitness class inquiries, yes, you can still sign up at 2:00 a.m. through MoveLearnPLay.edmonton.ca or during regular business hours.
Remember that general 311 inquiries and service requests can also be submitted online.
Thanks for reading. As Irshaad would say, “have a good day.” 😊