City Launches 311 Live Web Chat

Jan 5, 2021

The City of Greater Sudbury is rolling out the first phase of a new online portal that will greatly enhance customer service with 311 Live Web Chat.

In the first phase of the Customer Service Portal rollout, 311 Live Web Chat will offer a new, instant channel for residents who prefer online service, while improving accessibility. The Portal also includes a searchable database with information about some of the City’s most popular requests for municipal service.

“We are very excited to be launching the new 311 Live Web Chat as part of Council's strategic goal of service excellence and the City's Customer Service Strategy," said Mayor Brian Bigger. "This is one of the many ways the City is evolving to better serve and meet the needs of our residents."

In addition to existing 311 telephone and email options, 311 Live Web Chat is available Monday to Friday from 7:30 a.m. to 6 p.m. After-hours service for urgent requests related to public works, animal control and COVID-19 regulations will remain by calling 311 at any time.

Residents are encouraged to provide feedback about their experiences with 311 Live Web Chat by emailing Additional Customer Service Portal features will launch in the New Year, including the ability to submit online service requests for numerous City services, and text and email update notifications.

The new Customer Service Portal is part of a multi-year project to replace the City’s Customer Relationship Management (CRM) system, which has been in use since 2001. The system is no longer supported by the vendor and does not meet customer or operational needs. Funds for the project were approved in the 2019 budget. 

“The City’s Customer Service Strategy supports and builds a customer-focused culture with empowered employees who will go the extra mile,” said City of Greater Sudbury Chief Administrative Officer Ed Archer. “When residents engage with the City, they will receive consistent, timely, and solution-oriented service. We look forward to introducing even more enhanced, online customer service features in the months and years to come.”

More information about 311 Live Web Chat is available at

Introduction of the Customer Service Portal is a goal of the 2019-2027 City of Greater Sudbury Strategic Plan to demonstrate innovation and cost-effective service delivery by maximizing the benefits of technology and implementing the City’s Customer Service Strategy.