Minneapolis 311 pilots expanded contact center hours

When warmer weather arrives to melt the April snowfall, more people will be spending time outdoors and may notice issues that need addressing in Minneapolis. To better serve those customers, beginning Monday, April 15, the Minneapolis 311 contact center will remain open an extra hour – until 8 p.m. – through mid-October as part of a new pilot program. During this pilot program, calls will be answered from 7 a.m. – 8 p.m., Monday through Friday.

Since April 2010 Minneapolis 311’s contact center has answered calls from 7 a.m. – 7 p.m., Monday through Friday. Those who call 311 after hours can leave a message, and a contact center agent is able to help them the following business day.

During this time, Minneapolis 311 also vastly improved its online service and developed a mobile application in 2012. These self-service options make it possible for more people to request service and access information without speaking to a 311 agent. Through the mobile app, folks are able to report a number of issues to Minneapolis 311, including:

Following the completion of the pilot program in October, the City will determine whether it’s feasible to make the expanded 311 call center hours permanent.

Published Apr 15, 2013