About NOLA 311
In March of 2012, the City of New Orleans launched its 311 service center, a consolidated call center designed to make city government more user-friendly and responsive to city residents by providing citizens with a one telephone number to call for information on city services and to report non-emergency concerns. From streetlight outages to pothole problems and blight complaints, New Orleans can call 311 and speak to one of our highly trained Customer Service Agents. From outside the City of New Orleans, callers simply dial 504-658-2299. Agents are ready to take your calls Monday through Friday between 8 am and 5 pm.
A large number of frequently answered questions have been collected and warehoused. With such a broad array of reference entries developed jointly with departmental experts, and by providing specific information from other shared databases, NOLA 311 resolves 70% of calls without transfer, Service Request, or follow-up.
In addition to handling requests for information, the NOLA 311 customer service agents also process requests for specific city services like pothole repair or a traffic signal malfunction by creating a Service Request in 311's Service Management system. Each Service Request can be tracked from start to finish. More than 50 specific Service Request types have been defined and scripted within the system. Each Service Request is forwarded to the appropriate department for resolution. If the same individual or someone else subsequently reports the same problem, the 311 Service Management system alerts it is a duplicate request. Service Request status(es) are available to citizens who call back to request an update on the progress of their concern(s). This increases accountability for city departments and their personnel. Regular performance reports identify any service requests that have not been resolved within the pre-determined timeline. This provides greater opportunity for management supervision of personnel and assessment of the impact of deployed resources.
NOLA 311 continues to increase its functionality by adding new channels of communication such as smart phone applications, which are expected to come online in the near future.
The mission of NOLA 311 is to enable greater efficiency, accountability and transparency into non-emergency City services. We are accomplishing this goal by:
Documenting issues identified by constituents and providing a case reference number for status updates
Providing a clean hand off to the appropriate City department for service delivery
Allowing departments to focus on service delivery
NOLA 311 sets the benchmark for exceptional customer service through compassionate, helpful and knowledgeable staff, enabling the government to be transparent, responsive, effective, and efficient.