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22-0001-R Review of 311 Complaint Process

The City of Albuquerque (City) operates a 311 Communications Center where constituents can call in for information, report matters, or file complaints. All calls are documented in the CRM system. Calls requiring additional assistance are referred to the appropriate department and sometimes to the Office of Inspector General (OIG). The OIG initiated a review to gain an understanding of the process utilized by the 311 Communications Center to determine if duplication of efforts by the City departments and the OIG can be mitigated while ensuring that all complaints of fraud, waste, or abuse are appropriately referred to the OIG for assessment and investigation.