General Description

The Toronto 311 Contact Centre launched Thursday, September 24, 2009. Contains 15000 frequently asked questions within its knowledge database.

Operations

• 24/7 Call Centre
• twitter channel (@311toronto) for general information and customer service feedback
• website (toronto.ca/311)

System

• ECM: Lagan Enterprise Case Management
• Knowledge Base: Lagan
• Online Self-Serve: Customized webservice built into Lagan system ( launched publicly Feb 2, 2010)
  • Currently 37 self-serve topics
• Online public access to knowledge base