311 CALL CENTER RECOGNIZED AS NATIONAL LEADER – Message From The Mayor

I recently joined the City of Fort Wayne’s 311 Call Center, community supporters and neighborhood leaders to commemorate the 10-year anniversary of the 311 Call Center.

We touted customer service accomplishments through the City’s Citizen Services Department and 311 Call Center, including the launch of a new mobile app and improved website. The Fort Wayne 311 mobile app is available through the App Store and Google Play. The website offers interactive mapping, which displays online and mobile service requests, a new public knowledge base, feedback survey and other engagement features for residents to provide feedback to City government. The website is www.cityoffortwayne.org and click on the 311 icon.

We launched the 311 program in 2007 to make government more accessible and responsive to the needs of residents, businesses and visitors. Through the Citizen Services Department, the City engages with the public to make improvements and measure departmental service performance. The innovative program collects the community’s voice, empowering residents to help drive change.

Since its inception, the call center has handled more than 1.5 million calls. The services provided by 311 have continued to expand as Citizen Services currently assists 23 City departments. The Citizen Services Department’s 311 Call Center is consistently recognized as a national leader in providing excellent customer service.

In April, the City received the Game Changer Award, presented by Oracle at the Modern Customer Experience Conference in Las Vegas. The Game Changer award nominees were from all around the world. The selection was based on the design and execution of the agent-user interface, website and mobile application. Fort Wayne was recognized for achieving game-changing results as a support organization through the use of the Oracle Service Cloud. Specifically, the City’s 311 Call Center was awarded for providing quality experiences to its customers through integration, feedback, data collection and analysis.

I continue to be impressed by the hard work and dedication that’s displayed each day in our 311 Call Center. We’re committed to providing residents with the best customer service possible. The effort I see from our employees assists us in being a point of destination for business growth, strong neighborhoods and a unique quality of life.

As we enter the summer months, I want you to know about a great program being offered to children in our community. The Parks & Recreation Department’s free Lifetime Sports Academy (LSA) is underway and runs through July 2.

During the LSA session, boys and girls ages 7-18 receive free group lessons in golf, tennis and swimming instruction in a supervised environment from certified coaches and highly trained professionals and volunteers. Children may attend as often as they wish and stay as long as they’d like between 9 a.m. and 3 p.m.

An additional pavilion program provides arts, crafts and organized games. Special activities such as soccer, softball and volleyball are organized at various times throughout the week for children not participating in group lessons. Lunch is provided daily through Fort Wayne Community Schools’ summer lunch program.

Kids are welcome to register at any time during the seven weeks of activities. Call 427-6000 or visit www.fortwayneparks.org/programs for more information.

Tom Henry - Fort Wayne Mayor

A lifelong Fort Wayne resident, Mayor Thomas C. Henry is committed to public and community service. He was elected to his first term as Fort Wayne's Mayor November 6, 2007. Mayor Henry authors the "Message from the Mayor" column.

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Tom Henry - Fort Wayne Mayor

A lifelong Fort Wayne resident, Mayor Thomas C. Henry is committed to public and community service. He was elected to his first term as Fort Wayne's Mayor November 6, 2007. Mayor Henry authors the "Message from the Mayor" column. > Read Full Biography > More Articles Written By This Writer