Press Release, Contact: Jim Leydon, Communications Director
Springfield’s 3-1-1 Call Center Answers it’s One Millionth Call
March 30, 2105 -Springfield, MA- Springfield’s 3-1-1 Citizen Call Center received call number one million during the second week of March, almost to the day it launched six years ago. Over the course of the last six years the center has assisted residents with questions regarding tornado assistance, how to obtain a birth certificate, debris removal, bulk pick-up, sheltering information, disaster relief donations, neighborhood meetings, and much more.
Mayor Domenic J. Sarno stated, “The 3-1-1 Call Center has become the hub for our residents and businesses to find information or request city services. I would like to commend Call Center Director Donna Carney and her dedicated and knowledgeable staff for their tireless professionalism. Congratulations on such a significant milestone.”
Springfield’s 3-1-1 Call Center has been instrumental in the response to the aftermath of a tornado, microbursts, gas explosion, an earthquake and blizzards. The call center has not only provided a centralized point of communication during emergencies; but has been there for the residents and businesses to call for non-emergency related requests such as: bulk pick up, housing/code enforcement complaints, tree trimming, smoke detector installations, ordinance violations, tax and assessor information, birth certificates and more.
3-1-1 Call Center Director Donna Carney stated, "The Mayor's decision to implement the 3-1-1 call center has been impactful to the city. Having one number for residents to call for all non-emergency needs; from disaster recovery to bulk pickup, it has streamlined communications and request for services for residents and businesses, as well as, creating efficiencies and accountability within the city."
Customer service representatives receive extensive training to listen to concerns, assist residents by entering service requests and answering informational inquiries. Over the past six years the number of service requests and informational inquiries entered and answered has totaled almost 800,000.
Since the center’s creation over six years ago; a website for residents to find answers to the most common questions asked has been developed, in addition to a smart phone application for Android and I-Phone users, as well as, a web portal for residents to enter requests, making the 3-1-1- Call Center reachable any time of day or night.
The Call Center uses performance metrics to monitor its responsiveness to residents and businesses and is very proud that on average no one waits longer than 30 seconds 85% of the time to talk to a representative.
Have a question regarding city services or want to make a service request? Simply call 3-1-1 from any landline with in the City of Springfield and several cell carriers or 413-736-3111 for all cell and landline users. The center is open Monday–Friday from 7:00–4:30 p.m. If you wish to download the 3-1-1 phone app or log a service request, please visit www.springfield-ma.gov/311.