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Edinburg Launches 311 Call Center To Improve and Enhance Customer Service


Calendar emojiAugust 26, 2021  
Tags emojiNews  

Thursday, August 26, 2021
10:00 AM
Fire Station #1
               212 W. McIntyre Street, Edinburg, TX 78539

The City of Edinburg is the fastest growing city in the Rio Grande Valley and to successfully meet the increasing needs of our booming population, the city is launching its new 311 app and dedicated 311 call center to streamline communication and resident access to city programs and services. Call center agents will be able to answer citizen’s questions about events, water bills, trash pickup, city initiatives, etc making it the city’s central telecommunications hub for residents. While call center agents will provide day-to-day non-emergency information to our community, when the need arises, the call center shifts into ‘emergency mode’ to become a 24hr/7day to become a critical resource to take incoming calls related to the ongoing emergency state the city is experiencing.

The goal of launching Edinburg 311 is to ensure that our citizen’s voices are heard. The app, in conjunction with the dedicated call center staff, will work to identify community concerns, identify potential solutions, and improve customer service for residents, business owners, and those visiting our city. The primary functions of Edinburg 311 include:

● Provide residents/citizens with information on behalf of the City of Edinburg
● Provide residents of the City of Edinburg with assistance with city-related concerns
● Record complaints/issues pertaining to services provided by the City of Edinburg
● Electronically forward complaints/issues to appropriate city departments for quick response
● Follow up with appropriate city departments to determine what action has been taken on complaints/issues
● Inform callers what actions were taken on their complaints/issues

The 311 program is much more than a two-way communication system between a municipal government and its constituents. It will serve as a resource providing city staff and management with insight, community feedback, and statistics on how it can better city services, programs and customer service. 

We invite you to join us as we launch our Edinburg 311 app and call center Thursday, August 26th, 2021 at 10AM. Our ribbon-cutting ceremony will be held at the 311 call center inside Edinburg Fire Station #1 (212 West McIntyre Street).

*Media will have the opportunity to get BROLL of the call center in action as well as conduct on-site interviews with City Council and City Management.