One moment...

CharMeck 311 Marks First Anniversary

CharMeck 311, the city of Charlotte (pop. 651,101) and Mecklenburg County, NC’s (pop. 796,372) 24-hour customer service line marks its first anniversary in July, having received 1,289,090 calls as of June 30, and answering all calls in an average time of 26 seconds.

CharMeck 311, the city of Charlotte (pop. 651,101) and Mecklenburg County, NC’s (pop. 796,372) 24-hour customer service line marks its first anniversary in July, having received 1,289,090 calls as of June 30, and answering all calls in an average time of 26 seconds.

 

The majority of calls to 311 during its inaugural year were related to Utilities, Taxes, Animal Control, and Solid Waste Services. 311 is also used to report non life-threatening police emergencies. The call center triaged 115,678 calls for CMPD's Crime Reporting Unit. Spanish-speaking residents of Charlotte-Mecklenburg placed 34, 811 calls to 311's Spanish-speaking line.


According to 311 officials, phase two of the service is in the planning stage. "We will begin the design and planning phase to bring the Mecklenburg County Land Use Environmental Service Agency, Public Health and the County Business Tax office on board," explained Deneen Horton, 311 Call Center Director. Another goal for phase two is to increase the number of bi-lingual staff.


Horton said she expects call volumes to grow as more city and county departments turn to 311 to handle their customer service inquiries. "Whether it's two in the afternoon or two in the morning, Charlotte-Mecklenburg residents can count on 311 to assist them with information on city and county services."


Charlotte's 311 call center has been visited by representatives of municipalities in the southeast, including Fayetteville, Raleigh, and Savannah, who are in the process of developing a similar operation.


311 provides customer service functions for the following departments: Customer Service and Information (General Information, Animal Control, Code Enforcement, Storm Water), Transportation, Utilities, Solid Waste Services, CMPD's Crime Reporting Unit, Mecklenburg County Tax, and Parks and Recreation departments.


CharMeck 311 operates 24-hours-a-day, seven-days-a-week. Callers can obtain information on anything from assistance in reserving a park picnic shelter to information about city or county meetings. Customer service representatives are also trained in revenue and tax issues to assist callers on problems related to city and county tax bills.   

 

311 can be accessed via cell phone or land-line. Callers outside Mecklenburg County, can access 311 by dialing 704.336.7600. And, as part of their public education effort, 311 staff participates in community events. The public can request a guest speaker by calling the 311 administrative office at 704.432.4102. For further information about all of 311 services, visit their website.

Comments & Ratings

Please sign in to rate this article.

 One moment...