From the City of Sugar Land:
The City of Sugar Land will celebrate the one-year anniversary of its 311 Contact Center on March 11 or “3/11.”
“During our inaugural year, we have been hard at work answering phone calls from residents, responding to questions on our MySugarLand smartphone app and promptly returning e-mails,” said Contact Center Manager Michelle Manukonda, whose team of customer service ambassadors manages about 5,000 inquiries each month.
The 311 Contact Center has been a central component of Sugar Land’s organizational focus on communication and customer service during the past two years.
This focus has resulted in some of the largest percentage increases in satisfaction levels above the national average in the most recent Citizen Satisfaction Survey.
Sugar Land has found that directing general inquiry questions to one location is a more efficient use of city resources, and the data collected assists the city in being more strategic with the allocation of resources, ensures timely responses to citizen concerns and helps form proactive public education on topics such as garbage collection, water bills and city events.
The contact center is a single, one-stop point of contact designed to make it easy for residents to know who to contact for assistance with non-emergency, city-related questions, and requests for services. Residents can call 3-1-1 or 281-275-2900 from 8 a.m. to 5 p.m. Monday through Friday, excluding city holidays to reach a city staff member. After normal business hours and during holidays an after-hours answering service is available to take messages and contact on-call staff for emergencies, allowing staff to reach a live person 24/7.
Requests may also be submitted through the city’s website using the “Report a Concern” icon on the homepage, using the MySugarLand smartphone app or through firstname.lastname@example.org.