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the winnipeg sandbox » winnipeg sandbox.. » local... » 311 service anyone? yes thats right its for deals on shopping .. NOT!

311 service anyone? yes thats right its for deals on shopping .. NOT!

+4
grumpy old man
FlyingRat
AGEsAces
Deank
8 posters

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Deank

Deank
contributor eminence
contributor eminence

stupid edmontonians.... thier 311 service is apparently being used for some pretty stupid calls.
ah well better then 911 operators being tied up to find out what time it is I guess

http://www.edmontonsun.com/News/Edmonton/2009/01/08/7953306-sun.html
I hope Winnipeg learns from some of the lessons that Edmonton is learning.

AGEsAces

AGEsAces
moderator
moderator

If you think that's bad?

My wife takes calls from 911...without fail...some idiot actually calls 911 each Christmas to ask:
"what temperature do I put the oven on to cook my turkey? And how long should it take?"

Quite the emergency.

http://www.photage.ca

Deank

Deank
contributor eminence
contributor eminence

yeah they had one clip on Hot103 last night where a woman called in to see if it was 621AM or 621PM they were not sure because they only have one clock in the house and had just moved here.
soo.. do the operators have a pool going as to who will get the first turkey call on a given year?

FlyingRat

FlyingRat
moderator
moderator

pffffttt that's what 1-800-O-CANADA is for, is it not? Wink

Deank

Deank
contributor eminence
contributor eminence

so... anyone else have this problem at work?

I tried calling 311.. and no dice... our company's phone system wont allow the call through. Thankfully they still have all the old numbers automatically connecting to 311 and also thankfully I have an old phone book sitting near by since they have updated their website to say 311 everywhere..

grumpy old man

grumpy old man
administrator
administrator

I called them a couple days ago to report traffic light malfunction at confusion corner at 10am-ish. After 5+ minutes on hold I gave up. They ought to allow leaving a message.

FlyingRat

FlyingRat
moderator
moderator

311 is in effect already?

Freeman

Freeman
uber-contributor
uber-contributor

FlyingRat wrote:311 is in effect already?

Hang on, I'll phone them to ask!!

FlyingRat

FlyingRat
moderator
moderator

http://www.winnipeg.ca/cao/media/news/nr_2009/nr_20090116.stm#1
Hmmm. I thought they were just talking about it.

Deank, do you have to dial 9 first on your office phones?

Deank

Deank
contributor eminence
contributor eminence

yup we do

and 311 went live last friday..

Freeman

Freeman
uber-contributor
uber-contributor

Still on hold...

Deank

Deank
contributor eminence
contributor eminence

yeah


the freep did a report.. in Monday or Tuesdays paper....not exactly fanastic turn around time.

Freeman

Freeman
uber-contributor
uber-contributor

So, yesterday, I phoned 311 to report a couple of street lights which were not working. (Thats the ones to make it undark vs the ones to screw up traffic every block) Anyway, waited for about 3 minutes, told the operator the situation and was promptly told that I'd have to call Hydro. OK, so I had to ask for the number for that. Didn't seem very efficient or friendly to me, but myabe I was expecting more because of all the press. Besides, with Obama being President for one whole day, I thought they would have gotten on it faster. Very Happy

Guest

Anonymous
Guest

Anyone else think the 311 system finally may be running a year from now?

Deank

Deank
contributor eminence
contributor eminence

heh...
the problem is, they took people who were answering the phones for a specific reason and put them on phones answering all calls. Result... depending on who you get your service will either be fantastic or delayed as they look the information up on how to answer your question.

I dont doubt that a month from now as they answer many many calls the service will improve substanially

AGEsAces

AGEsAces
moderator
moderator

What I find amusing is a blip I saw on the news about the 311 Service opening in Alberta.

The operators had the City Website on their computers, and people would call and the operator would run a search on the website.

So basically 311 is SUPPOSED to be for those without internet access...not those too laze to hit Google.

http://www.photage.ca

Guest

Anonymous
Guest

Our 911 service hasn't been run correctly for years without them 'fixing' it. I have no faith in them doing this properly....afterall, with Katz as Head Honcho, don't expect much except a big smile....

grumpy old man

grumpy old man
administrator
administrator

This system will be running for a very long time. I've some experience in such matters and knowledge management. This is a great way to develop and run a very good "customer management" and "knowledge management" system.

A well designed system incorporates an internet knowledge management component for the very reason that some people WILL use the internet rather than telephone.

IMO, with sufficient experience the people manning the phones will eventually provide excellent service.

Guest

Anonymous
Guest

grumpy old man wrote:...This is a great way to develop and run a very good "customer management" and "knowledge management" system.


Interesting stuff.
As a customer, I'm not sure that I like to be managed, especially when I have a stake in the "company".

But anyway, my point was that the city is very poorly managed imho. Unless something has changed, I have no reason to believe that this won't be poorly managed as well. I'm very cynical where government is concerned btw. Heh.

Guest

Anonymous
Guest

No kidding unless the right party doe's it JTF.

eastsider

eastsider
contributor plus
contributor plus

This 311 business is useless......I can no longer phone WPG transit to find out when the next 47 is coming, I cannot call the Parking Authority to inquire about a downtown parking pass, etc etc. All these numbers I had in my lil black book, I knew exactly which department to call, now its all useless, you get routed to 311 and spend eternity on hold. Finally get through and the operator is not sure how to direct your call.......yes, today was not a good day:(

grumpy old man

grumpy old man
administrator
administrator

I understood the transit system was not part of 311?

eastsider

eastsider
contributor plus
contributor plus

Grumpy, try calling 986-5700........thats transit information. Tell me where you end up! Sad

Deank

Deank
contributor eminence
contributor eminence

yup direct to 311

Deank

Deank
contributor eminence
contributor eminence

BUT... for some things like the transit comendations/complaint line.. thats a good thing. Used to be if you actually talked to someone directly when you called that line you ended up getting a call back a day later or so.

And you used to be only able to call them 830 to 430... which sucked some serious ass when the problem happens on the way home from work and you think it should be fixed.

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