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Thursday August 27th, 2015

Posted at 11:46am

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Today marks the 10th anniversary of Windsor’s 311 service.

311 unveiled its services to the Windsor community in August of 2005, offering Windsorites a single, easy-to remember way to request or inquire about municipal services.

Windsor was the first municipality in Ontario and only the second in Canada to introduce 311.

“Since 2005, several other Ontario communities have followed our lead and introduced 311 into their communities as well,” said Mayor Dilkens. “We were at the cutting edge of customer service then, and we have remained there since.”

Using Motorola Customer Relationship Management (CRM) software , 311 staff have worked with municipal departments to process over 380,000 service requests, and they have answered over 1,118,000 information inquiries.

Along the way, service improvements have included the introduction of TextNet services for individuals who are deaf, deafened and hard of hearing; Language Line Services, which enables City staff to serve customers in 200 languages; and most recently a pilot texting service, which has been used almost 600 times in its first nine months of operation.

“This is a true testament to the enterprising spirit of the operation, as texting was barely on anybody’s radar in 2005 but has now become a communication standard,” said City of Windsor CAO Helga Reidel. “As the technological landscape has changed at incredible speed in ten years, we have made sure we’re positioned to connect with the community through any channel available to us and expected by the citizens.”

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