Engagement

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About the Branch

The Engagement Branch offers a single point of contact to our customers and includes 311 and the Employee Contact Centre.

311 hours are from 7am to 7pm, seven days a week (closed statutory holidays).

Mandate

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.

Featured Projects & Programs

2019 - 311 Customer Survey Results

Every year the City conducts a customer satisfaction survey to measure performance, track progress and identify areas for service improvement. View the results.

Download the 311 App

Connect with the City by submitting service requests while you're on the go.

311 Open Data

View 311 reports that have been generated throughout the community.

Branch Organization

311

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.

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.

Inside Information

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.

Location

Suite 300D, 3rd Floor 10200-102 Avenue NW, Edmonton, AB T5J 4B7

Engagement

About the Branch

Mandate

Featured Projects & Programs

Branch Organization

Service Standards

Service Standards

Location

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