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 Technically this is not to be published to the public, but it is my belief that if you know what you want, and know who to talk to, then you would be benefiting everybody by directly contacting the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)
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||
*effective June 15, 2009*
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Community Services
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||
Inspections |
604.873.7601 604.873.7058 604.873.7059 604.873.7061 |
604.829.2037
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Engineering
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||
Encroachments | ||
Graffiti Management |
604.873.7161
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|
Landfill |
604.326.4600
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|
Local Improvements |
604.873.7928
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604.829.2027
|
Parking Enforcement |
604.257.8709 604.257.8727 604.257.2404 |
604.257.8729
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Sanitation |
604.326.4600
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|
Solid Waste |
604.326.4600
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|
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
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Traffic Management |
604.873.7020
|
604.829.2028
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Vancouver Fire & Rescue Services
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||
Fire Communications |
604.665.6000
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604.654.0608
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Vancouver Park Board
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||
Parks Central Office |
604.257.8400
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Park Maintenance |
604.257.8522
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604.257.8651
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QE Park (Bloedel Conservatory) |
604.257.8570
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|
*effective June 1, 2009*
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||
Financial Services Group – Revenue Services | ||
By-law Fines |
604.873.7642
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604.829.2019
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*effective Feb 16, 2009*
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||
City Clerk’s | ||
City Hall Switchboard |
604.873.7011
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|
City Hall Rotunda |
604.873.7415
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|
City Clerk’s Reception |
604.873.7276
|
604.829.2002
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TTY Services |
604.873.7193
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|
CSG – Drug Policy | ||
Office Manager |
604.871.6483
|
604.829.2003
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CSG – Planning | ||
Community Planning Reception |
604.871.6126
|
604.829.2004
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Central Area Planning Reception |
604.873.7040
|
604.829.2006
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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
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Elections Office | ||
Elections Office |
604.873.7681
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604.829.2010
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Election Automated Line |
604.873.7688
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|
Engineering | ||
Road Ahead |
604.873.7070
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Parking Management |
604.873.7338
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Parking Management |
604.871.6110
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Bicycle Hotline |
604.871.6070
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Customer Service Centre |
604.873.7323
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Fire Prevention |
604.873.7595
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604.829.2008
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Human Resources |
604.873.7663
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Police Switchboard |
604.717.3535
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