Calgary 
Today marks the introduction of a new callback option for the City’s 311 call center, aiming to enhance user experience.
Credit: Pawel Czerwinski/Unsplash
Available from 8 a.m. to 4:30 p.m. every day, the feature activates when wait times exceed a minute, offering callers an estimated waiting period and an alternative to stay on the line.
This initiative, first of its kind in Western Canada, operates on both the 403.268.CITY (2489) and 311 lines, targeting peak hours that traditionally see increased call volumes and extended waiting periods.
Clarke Bellamy, the 311, Customer Service & Communications Manager, said in a media release that this technology underscores the city’s dedication to improving customer service by offering convenient alternatives to waiting on hold.
311 offers a range of city services and information. Residents can contact 311 through various channels, including the 311 Calgary mobile app, the Calgary.ca/311Online website, or by calling 311 directly. The service is available 24/7. For those outside Calgary, the service is accessible via the 403.268.CITY (2489) number or online. The 311 system generates a service request file to track public inquiries and service demands, ensuring efficient and effective response.
