Top 10 things you need to know about 311

Halton Region is committed to delivering quality programs and services to residents. 311 is one of the key services we offer to ensure you have access to the information you need and want.

Here is my top 10 list of things you need to know about 311:

1)      311 is your direct link to information on Regional government programs and services. Residents can call 311 from anywhere in Halton, toll-free and request a service or receive general information.

2)      Access to 311 is available 24 hours a day, seven days a week.

3)      When dialing 311, you can expect to speak to an actual person. Your call will be answered by one of the Region’s knowledgeable customer service representatives, who will listen, answer your question or connect you to someone who can.

4)      If English is not your first language, Halton offers oral interpretation in more than 170 different languages. Residents will be connected with a translation service or the Halton Multicultural Council for further assistance.

5)      311 makes it easy for you to find the information you need. It eliminates the confusion that surrounds multiple phone numbers and contacts, by providing you with one easy number that links you to the right people and places – the first time.

6)      Services accessible by 311 include those offered by:

  • Halton Region
  • City of Burlington
  • Town of Halton Hills
  • Town of Milton
  • Town of Oakville
  • Halton District School Board
  • Halton Catholic District School Board
  • Halton Regional Police Service (non-emergency calls)

7)      Regional departments accessible by 311 include:

  • Office of the Regional Chair
  • Office of the CAO
  • Corporate Services
  • Health
  • Public Works
  • Legislative and Planning Services
  • Social and Community Services

8)      On any given day, residents may come in contact with the Region or use multiple Regional programs and services. 311 is your single access point. You can call 311 to report a pothole you noticed on your way to work, ask about newly acceptable blue box items, book a travel health clinic appointment and more.

9)      If you prefer to get your information online, 311 Halton Online allows you to browse information by municipality, register for programs and services, make online payments and report non-emergency issues.

10)  Access Halton, the Region’s call centre, responds to telephone inquiries through 311, email received via accesshalton@halton.ca, web requests from halton.ca/311and through in-person service. In 2013, Access Halton handled over 304,354 calls, 9,282 emails, 12,357 web service requests and 36,907 reception visits!Service Quality Measurement Group (SQM) recognized Access Halton as a Service Quality Award of Excellence Winner for 2013. Halton Region received the Highest Customer Service (government) award which is based on first call resolution measurement, for the seventh time.

If you have any Regional concerns or comments you would like to share, please feel free to email me at gary.carr@halton.ca. You can also find me on Twitter @garycarrhalton,LinkedIn or Facebook. To receive further updates on Regional issues, please subscribe to my quarterly e-newsletter, “The Carr Report.”

Halton Government Services at Your Fingertips

Halton Region is committed to providing high quality services that residents can count on, which is why we have made accessing information about our many Regional programs and services easy. Whether you prefer to click or call, 311 is your direct connection to Halton government services, 24 hours a day, seven days a week.

Dial 311 to speak to a customer service representative who can answer your question or connect you to someone who can. From garbage collection inquiries to reporting a pothole and everything in between, 311 provides residents with assistance and answers.

Halton Region also offers oral interpretation on Regional programs, services and information in more than 170 different languages. Residents are connected with a translation service or the Halton Multicultural Council for further assistance.  

Halton.ca/311 online makes it easy for you to search for program and service information, register for programs and events, make online payments for parking tickets, report non-emergency crimes and more.

Halton Region measures call centre customer satisfaction annually. In January, the Service Quality Measurement Group (SQM) recognized the Region as a Service Quality Award of Excellence Winner for 2013. As a top performing call centre, Halton Region received the Highest Customer Service (government) award which is based on first call resolution, the measure of how many calls are required to resolve an issue, answer a question or to get a requested service. This is the seventh time that Halton Region has received the highest customer service in government rating.  

Here are some of the SQM 2013 survey results:

  • 90 per cent of Halton residents made only one call to get their matter resolved
  • 92 per cent of callers were satisfied overall with their call centre experience
  • 96 per cent of customers were satisfied with the Customer Service Representative who handled their call

These results are especially impressive considering that Access Halton, the Region’s call centre, managed 304,354 calls, 9,282 emails and 12,357 web service requests in 2013.

311 is a great resource and I encourage all residents to use this service for non-emergency access to government services from Halton Region, the Halton Regional Police Service and your Local Municipality (City of Burlington, Town of Halton Hills, Town of Milton and Town of Oakville). One click or call does it all.

If you have any Regional concerns or comments you would like to share, please feel free to email me at gary.carr@halton.ca. You can also find me on Twitter @garycarrhalton,LinkedIn or Facebook. To receive further updates on Regional issues, please subscribe to my quarterly e-newsletter, “The Carr Report.”