- Pennsylvania Among 'Terrible 10' Most Regressive Tax States
- February 4 Non-Partisan Training: HOW TO RUN FOR ELECTION BOARD IN 2013: HOW TO RUN FOR COMMITTEEPERSON IN 2014
- Republican Governors Opt-In to Medicaid Expansion
- The Reports of Unions' Death Are Greatly Exaggerated
- Ask Allyson Schwartz to run for Governor
- Mind the gap: Opting Out of Medicaid Expansion Leaves Low-income Families Behind
- Jan. 14 Workshop:HOW TO RUN FOR ELECTION BOARD IN 2013; HOW TO RUN FOR COMMITTEEPERSON IN 2014
- Seth Williams on Guns, Jasmine Rivera on School Closures @PFC Meetup Wednesday
- PA Revenue Strong Midway Through Year; Tax Cut Could Have Big Impact
- What to Make of the Fiscal Cliff Deal?
Update on 311?
Submitted by D.E. II on Tue, 04/14/2009 - 12:36pm.
After trying to get through to the Water Department (so I can change a bank account on my auto-pay) for over 1/2 hour, and getting only a busy signal, I decided to call 311 to see if they might be able to help.
I've now been on hold at 311 for 10 minutes, and annoyingly, I keep getting cycled between some pleasant classical piano music and a loop of a ringing phone and a tape of someone assuring me that my call is important.
So, I'm just curious to know if my current death by a thousand 311 customer service recorded message loops is anomalous. Have others been using 311? How has it gone?
Updating my update
Shortly after my complaining post - they picked up at 311.
The woman who answered was courteous and helpful. She tried a number of ways to help me - without success - and then transferred me to a Water Department number that actually worked. At one point when she had me on hold she actually checked back in with me to let me know that she was still working on the problem. All-in-all, a positive experience outside of the long wait.
411 on 311
The 311 Call Center has a 71% answer rate (year-to-date) because it's understaffed - while they're working on a full staffing level - but that's still tens of thousands of calls per week.
The 311 Weekly Report highlights include:
* Over 23,000 calls were received (slight dip from previous week, yet higher than the year to date weekly average).
* Requests for pothole repair are on the incline.
* They have narrowed down which service requests they will report Service Level Agreement information on, based on the call volume for particular service request categories. They will now focus their reporting on:
Fairmount Park - Streets Trees
Licenses and Inspections - Interior/Exterior Maintenance, Vacant Houses, Dangerous Trees/Buildings
Neighborhood Services - Graffiti Removal, Vacant Lot Clean-up
Police - Abandoned Automobiles
Streets - Ditch Repair, Missed Rubbish/Recycling, Pothole Repair, Traffic Signal Repair, Illegal Dumping
Water - Leak in the Street, Inlet Cleaning, Cave In, Water in the Cellar
WWGjr