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55.1 Citizen Contact Center 311 Calls

Goal 8 - DCC 50, 51 - Indicator 50/51.1

This indicator is part of Access to city services.

Indicator description:

This indicator measures the total number of 311 calls to the Citizen Contact Center. The City of Albuquerque operates the Citizen Contact Center (CCC) as a service to its customers to provide a centralized 24-hour system for City information and requests for service. Calls from citizens include general information inquiries, both city and non-city, and requests for service. Non-emergency service requests like loss of water service, stray animals, and street potholes are routed to the appropriate department, via an electronic request for service. Although not part of the mission of the CCC, non-city information requests are answered to the extent information is readily available.

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Why is this indicator relevant?

City information and services are accessible 24 hours a day, 7 days a week, 365 days a year versus the traditional 9-5 Monday through Friday office hours. Emergency calls such as life-threatening situations and crime situations requiring onsite police response are placed to 911 and 242-COPS phone systems. However, non-emergency calls are frequently placed to 911 and 242-COPS, overburdening these systems. By having a 311 CCC for citizens to call for information and non-emergency requests, emergency call systems can do the job they were intended to do. Citizens are becoming more aware of the usefulness of 311 through community outreach and word of mouth.

Data Source:
City of Albuquerque, 311 Citizen Contact Center, Communication and Records, 2008.

What can we tell from the data?

  • For each of the last two years, customer calls to the CCC for city information and service requests have increased 41% and 40%, respectively.
  • Since the 311 Citizen Contact Center has come online (July 1, 2006), 911 and 242-COPS have seen a significant decrease in call volume over prior year call data, 25% and 31% decreases respectively.
  • Non-city information requests to 311 CCC currently account for about 30% of all calls received.


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