City Launches Next Phase of Customer Service Portal with Online Service Requests
May 6, 2021
Residents now have another channel of choice to connect with the City by submitting online service requests on the Customer Service Portal at 311.greatersudbury.ca.
Twenty-eight municipal services, including pothole reports, curbside collection of household waste and by-law enforcement, are available using the online self-service system. Online service requests give residents a convenient online option to request assistance or report issues at any time.
Residents who register with 311.greatersudbury.ca also have the option of receiving email or text updates to track the progress of their requests and issues, access to their customer history and information about the most popular municipal services.
“This is another significant and positive step toward our City’s strategic goal of fostering and building a customer service-focused culture,” said Greater Sudbury Mayor Brian Bigger. “We are modernizing our customer service, while giving staff the tools they need to go the extra mile for residents. I am very excited to launch this online service, and continue our work to meet the needs of the community.”
Residents can submit online service requests via the Customer Service Portal or by email 24/7 at email@example.com. 311 phone and 311 Live Web Chat are available Monday to Friday from 7:30 a.m. to 6 p.m. Call 311 for after-hours service for urgent requests related to public works, animal control and COVID-19 regulations.
“Each year, our 311 staff answer more than 200,000 phone calls and close to 10,000 emails,” said City of Greater Sudbury Chief Administrative Officer Ed Archer. “They are the first and most important point of contact for you and your City. This new technology increases our capacity to resolve your request in one step, and gives us the data and reporting we need to quickly and continuously improve.”
Those who submit service requests through a 311 channel will receive a short customer satisfaction survey. Your feedback is important to help us ensure the best possible service for residents.
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 it replaced was no longer supported by the vendor and did not meet customer or operational needs. Funds for the project were approved in the 2019 budget.
A new 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.