Frances Bula header image 2

311 system working out the kinks veeeeery slowly

June 20th, 2009 · 3 Comments

I haven’t had a huge response to my call for expressions of customer satisfaction when it comes to the new 311 system. But there have been a few. So far it’s slow going, it sounds like. But that is to be expected from a complex new system.

I remember when the city put in its expensive and complex SAP system 15 years ago. There was a lot of hair-pulling as people adjusted to the system, with dire predictions that it would never work. Now, theoretically, it allows the city to run statistics on budgets, inventory, permits and you name it instantly.

But, back to reporting on 311:

Charles Gauthier from the DVBIA said he’d had to wait a long time but then got pleasantly transferred to the right place and it was an improvement from trying to phone all over city hall.

Marc said he had to wait 20 minutes and was still holding.

And I got this interesting email, plus attachment, this morning:

While I think in theory that it could be a very useful service, in reality at this point it’s probably causing more confusion and delays than it is addressing. A lot of internal phone numbers listed in City publications have been changed as the old #’s were co-opted by 311, and right now staff in different departments sometimes have trouble reaching each other by phone, let alone members of the public!

I’ve attached a listing of numbers now being directed to 311, and the new internal (direct) numbers that replaced them. Technically this is not to be published to the public, but it is my belief that if you know what you want, and know who to talk to, then you would be benefiting everybody by directly contacting the branch or individual you need and eliminating an unnecessary intermediate step.

Phase 1 – Blue Page Phone Numbers Transferring to 311 Contact Centre

Depts/Areas

#s ringing at 311

Internal #s

(not published to public)
*effective June 15, 2009*
Community Services
Inspections

604.873.7601

604.873.7058

604.873.7059

604.873.7061

604.829.2037
Engineering
Encroachments
Graffiti Management
604.873.7161
Landfill
604.326.4600
Local Improvements
604.873.7928
604.829.2027
Parking Enforcement

604.257.8709

604.257.8727

604.257.2404

604.257.8729
Sanitation
604.326.4600
Solid Waste
604.326.4600
Street Activities

604.873.7318

604.873.7148

604.873.7339

604.873.7154

604.829.2035

604.829.2036

604.829.2024

604.829.2071

Street Furniture
604.873.7927
604.829.2032
Traffic Management
604.873.7020
604.829.2028
Vancouver Fire & Rescue Services
Fire Communications
604.665.6000
604.654.0608
Vancouver Park Board
Parks Central Office
604.257.8400
Park Maintenance
604.257.8522
604.257.8651
QE Park (Bloedel Conservatory)
604.257.8570
*effective June 1, 2009*
Financial Services Group – Revenue Services
By-law Fines
604.873.7642
604.829.2019
*effective Feb 16, 2009*
City Clerk’s
City Hall Switchboard
604.873.7011
City Hall Rotunda
604.873.7415
City Clerk’s Reception
604.873.7276
604.829.2002
TTY Services
604.873.7193
CSG – Drug Policy
Office Manager
604.871.6483
604.829.2003
CSG – Planning
Community Planning Reception
604.871.6126
604.829.2004
Central Area Planning Reception
604.873.7040
604.829.2006
Rezoning Centre
604.873.7455
604.873.7038
Planning Reception
604.873.7344
604.829.2014
CSG – Social Policy
Social Planning Reception
604.873.7487
604.829.2007
Elections Office
Elections Office
604.873.7681
604.829.2010
Election Automated Line
604.873.7688
Engineering
Road Ahead
604.873.7070
Parking Management
604.873.7338
Parking Management
604.871.6110
Bicycle Hotline
604.871.6070
Customer Service Centre
604.873.7323
Fire Prevention
604.873.7595
604.829.2008
Human Resources
604.873.7663
Police Switchboard
604.717.3535

Categories: Uncategorized