THREE-RIVERS — gone are the days when Trifluviens had to do the hands and feet in order to obtain information about the Town. Now, they only have to dial 311 to get answers to their questions.
This new one-stop shop, which is based on what is already offered in other Quebec cities, just replace the 103 numbers registered in the telephone directory of the City in order to join the one or the other of the many services that are part of the machinery of municipal government.
The implementation of this service, which comes in addition to the free mobile app Trois-Rivières 311, has required an investment of $ 95,000 and a year of work. In moving forward with such a project, the City wants to allow citizens to have better access to the information they need. In this sense, the agents have been trained to deliver information on topics as varied as the opening hours of swimming pools, municipal by-laws or the registration period for the summer day camp. This centralization of the calls will therefore improve the delivery of services, reduce the waiting time and intervene more quickly.
“Even I, as mayor, I had difficulty to me to find before,” says the mayor of Trois-Rivières, Yves Lévesque.
On average, the City receives 400 calls per day, half of which are requests for information, which will now be able to answer the six employees assigned to the new service. These will also non-emergency requests and queries received by the Internet and by e-mail. If a service request or a question requires a particular expertise, it will be simply transferred to the appropriate staff members.
“It facilitates the access of citizens to the City. We have been inspired by other Cities, such as Brossard and Gatineau, who had the service. It has really inspired them to optimize our service to our citizens, and our efficiency,” explains Sylvie DesRoberts, head of department of the finance, administration and customer service to the City.
This new service is open from 8 a.m. to 16: 30 p.m. and the hours will be extended from 7 h 30 to 17 h during the summer period. The City will also be able to respond to urgent situations outside these hours. In the coming weeks, an extensive campaign of promotion will be put forward to promote this new service. Capsules comedy in which the comedian and radio presenter Jean-Claude Gélinas portrays characters who call 311 to ask questions crazy will be released.