City’s 311 customer service reduces call waiting time by 56%

The City of Sacramento’s 311 customer service call center last week released its quarterly analytics report, which measures the center’s overall effectiveness and ability to provide service in timely manner.

The report found that 311 operators answered more calls than ever while also cutting customer wait time by more than half.

“311 customer service strives to find ways to improve the call center’s performance and better serve our customer – the city’s residents,” said 311 Manager Ivan Castellanos. “Our staff’s efforts have worked to improve the center’s performance, and we are very proud of the work we’re doing.”

The report covers a three-month period, from October – December 2019, and it shows that:

  • 311 answered 13,554 more calls than it did during the same period in 2018
  • Average wait times for callers were reduced by 56.11%

The 311 customer service has an overall goal of answering 80% of all calls within 60 seconds. This report shows that it is nearing its goal, with 64% of calls being answered within 60 seconds.

Have something you need fixed?
 311 customer service handles all City municipal service requests except police and fire. Call by dialing 3-1-1 or (916) 264-5011. Visit the online help center to instantly create a service request or download the mobile app. You can also send an email at

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