Wait times when calling 311 have dropped dramatically according to a new report at city hall.
The report, which will be presented to the Executive Policy Committee, shows wait times in 2024 for people calling 311 dropped by more than four minutes.
As part of the 2024 budget, the city increased funding for 311 by $1.25 million. This allowed 311 to hire 12 new full-time employees, while the overtime budget was increased.
“Of these new positions, nine are at the CSR I level, which are the frontline staff who answer phones, along with responding to emails and social media,” the report reads.
The other three positions include two knowledge management liaisons and one council liaison.
The report said 311 had more than 7,000 requests from councillors alone.
Since the budget increase, wait times have dropped from five minutes and 54 seconds in 2023 to one minute and 43 second in 2024.
The drop is even more significant when compared to 2021 and 2022 when wait times were around 11 minutes.
The report notes funding from last year has been carried over into 2025. The hope is to use it to improve the base salaries of some positions “which will help with recruitment and retention.”
