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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.

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 24-hour 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

2018 - 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 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.
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

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

Related Documents

2016 - 311 Satisfaction Survey Results

2015 - 311 Satisfaction Survey Results

CIS Branch Business Plan

Customer Information Services delivers a vast array of information and services through our website and 311 to ensure Edmontonians are connected to the city in which they live, work and play.

Related Links

311 App

The Edmonton 311 App is an easy way for people to report their concerns and then to see the status of their requests.

311 Contact Centre

You can call 311, 24-hours a day, every day of the year for access to City of Edmonton information, programs and services!

For More Information

Catrin Owen

City of Edmonton
3rd Floor, City Hall
1 Sir Winston Churchill Square
Edmonton AB T5J 2R7

Title Deputy City Manager, Communications & Engagement

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