Friday July 24, 2009
’s 24/7 customer service center one of nation’s first
Mayor Jerry Abramson today thanked MetroCall staff for their service as the program celebrated its 20th anniversary of service to Louisville residents. Louisville was one of the first cities in the nation to open a one-stop government information center and serves as a national model for quality customer service.
“MetroCall 311 has transformed the way city government communicates with its citizens,” Abramson said. “Residents found MetroCall especially valuable after the ice storm this winter when our call volumes doubled.”
Residents may call MetroCall 24/7 to get information, make suggestions or register complaints. About 1,000 calls are answered daily – most are for general information about services such as junk disposal. Since 1989, MetroCall has answered more than 3,336,000 calls. MetroCall has also responded to more than 50,000 emails and more than 18,000 concerns posted online.
“The MetroCall system tracks each call and sends a report to the appropriate city department for action,” Abramson said. “It holds us accountable to our citizens and ultimately improves the efficiency of city government.”
Abramson opened the center – then called CityCall -- in 1989 with seven customer service representatives. After merger in 2003, MetroCall grew to 14 representatives and began a partnership with the Metropolitan Sewer District’s call center. Calls to MetroCall are answered 7 days a week, 24 hours a day.
MetroCall serves as a clearinghouse for non-emergency information during times of crisis. For example, service representatives took thousands of requests during last year’s Hurricane Ike and the ice storm earlier this year. MetroCall allows city employees to provide information, while keeping 911 lines open for emergencies.
“When you call MetroCall, you talk to a real person who will work immediately to answer your question,” said MetroCall director Marilyn Givan. “Many of our employees have been answering the phones for a decade or more, and they know this community inside and out. They find information quickly and provide it to callers right away.”
MetroCall is also online. In addition to dialing 311 or 574-5000, citizens can contact MetroCall by e-mail at firstname.lastname@example.org or enter their own concern online at www.louisvilleky.gov/metrocall.
MetroCall - Top three requests for information:
1. How to properly dispose of large junk items, paint, hazardous materials, etc.
2. Court system inquiries such as jury duty information, phone numbers, or directions.
3. Non-emergency police calls such as how to find a car that has been impounded.
MetroCall - Top three requests for service:
1. Private property maintenance, including high weeds, trash, or junk in yards.
2. Abandoned vehicles
3. Obstructions to the right-of-way, such as trees, limbs or bushes hiding road signs or
debris in the roadway.