311 provides citizens with a single point of contact for City of Edmonton information, programs, and services 24-hours a day, every day of the year. 311 agents offer personalized services for citizens including program registrations, transit trip planning, and inspection bookings. The 311 business model is a proven industry best practices in the delivery of these services. The 311 brand is firmly established with Edmontonians as one of the preferred methods of obtaining information about the City’s programs and services.

Service Standards

311 provides efficient, effective, quality and accessible services to citizens. Our key service standards are:

• Citizen satisfaction - providing helpful and timely assistance to citizens through responsive service which is measured through periodic surveys on caller satisfaction.
• 311 Call Response Time - average speed of answer which is measured through our telephone system.

The Corporate Web Office is responsible for the governance, publishing, and continuous improvement of all of the City's websites. The office coordinates the design, structure, and content for the city's websites including the main site edmonton.ca, which provides citizens with self-serve access 24 hours a day, 7 days a week 365 days per year.

The Corporate Web Office has two functional areas: Web Publishing and Web Development Consultation.

Service Standards

Web office supports the organization in communicating City program and services in a timely and accurate manner. Ensuring that the site is up to date and current is a key to the success of the websites. The key service standards are:

• Citizen Satisfaction - providing accurate, timely, and helpful information about the City of Edmonton through the City's websites. Overall satisfaction is measured through periodic surveys on user experience with the websites.
• Timely Publishing - publishing new or changed content for the websites in a timely manner.

Inside Information is the employee contact centre and provides employees with information and services needed to carry out their job requirements. From obtaining a city identification card or a city driver permit to fixing a computer issue, Inside information provides a wide range of services to City employees. Inside information has three functional areas: Front Counter services; Employee contact centre services; IT Helpdesk & Telephony services.

Service Standards

Using industry best practices, Inside Information provides efficient, effective, quality and accessible services to employees. Our key service standards are:

• Client satisfaction - providing helpful and timely assistance and service to employees which is measured through transaction feedback survey.
• Call Response Time - average speed of answer which is measured through our telephone system.