311 hours are from 7am to 7pm, seven days a week (closed statutory holidays).
About the Branch
The Engagement Branch offers a single point of contact to our customers and includes 311 and the Employee Contact Centre.
Engagement offers a full range of customer service options to both the citizens and City of Edmonton employees. The 311 Contact Centre provides citizens with information and access to City of Edmonton programs and services. The Inside Information contact centre provides procurement, human resource and information technology services and information to City staff.
311 provides citizens with a single point of contact for City of Edmonton information, programs, and services. 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.
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.
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.
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.
Suite 300D, 3rd Floor 10200-102 Avenue NW, Edmonton, AB T5J 4B7