Today is 3-1-1 Day, as the City of Lethbridge celebrates six years of its 3-1-1 service for the community.
Since being introduced in 2019, Lethbridge 3-1-1 has taken nearly 650,000 calls from the community – for an average of almost 9,000 a month. In 2024, between the 3-1-1 Contact Centre and 3-1-1 at City Hall, the team had:
- Nearly 110,000 calls
- Nearly 7,500 chats
- More than 26,000 in-person visits
- More than 110,000 information requests (basically an average one per each resident of the city)
- More than 30,000 service requests
- About 83 per cent of calls answered within 30 seconds
“We’re always pleased to provide our residents and visitors with important and timely information about our City facilities, programs and services,” says Cathy Gejdos, manager of 3-1-1 Customer Service and Corporate Performance.
At 3-1-1, the focus remains on being a friendly and service-focused department. The team also answers calls and chats from residents seeking information about more than just regular City business.
“It’s incredibly rewarding to receive positive community recognition and hear residents thank our City workers,” Gejdos adds. “Seeing our staff end calls with a smile fills us with pride. We’ve dedicated six years to serving our residents in this way, and we’re committed to continuing for many years to come.”
In 2023, Lethbridge 3-1-1 saw the introduction of two new functions: 3-1-1 live chat and a new inquiry resolution process. These functions have helped to connect residents with the information they need, as quickly and efficiently, as possible.
Residents are encouraged to contact 3-1-1 for the most up-to-date information regarding City services, ongoing events and service availability. Service requests can also be made through 3-1-1 with everything from pothole repairs, graffiti removals to getting that old couch picked up and sent to the landfill.
Live agents are available Monday to Friday from 8 a.m. to 4:30 p.m. with an after-hours trouble line available for urgent requests like power outages and watermain breaks.
For more information about 3-1-1 services or to submit a service request via live chat visit online at lethbridge.ca.
