DeKalb County’s 311 Customer Service Center has served the citizens of DeKalb throughout the county for just over three years and with this pandemic, we haven’t missed a beat.
Our 311 Team began implementing a tele-work process just before the shelter in place order took effect. The timing and transition were perfect. Despite the adjustment, our team has become acclimated to the new work environment and have continuously met productivity goals.
Over the last two months, DeKalb County’s 311 Customer Service Center has answered more than thirty-thousand (30k) calls, with our peak time generally being mid – day between 12:00pm -2:00pm daily. These calls have generally been normal day-to-day business calls.
The beauty of 311 is that residents have the opportunity to receive information from a real person in real time regarding our various non – emergency services throughout the county. As the primary customer service center for the county, DeKalb County’s 311 prides itself on a short wait time with the average wait being under two minutes. In addition to telephoning concerns, citizens can also report concerns via email at [email protected].