GR 311 service center open to residents

The 311 customer service center offers a single point of contact for non-emergency city services and programs in Grand Rapids. (Oct. 1, 2014)


GRAND RAPIDS, Mich. (WOOD) — The city of Grand Rapids’ 311 customer service center will be available by phone, in person and online starting Wednesday.

The new hotline offers a single point of contact for non-emergency city services and programs eliminating the need to remember multiple phone numbers and decreasing wait time for residents. The service is available from 8 a.m. to 5 p.m. Monday through Friday, except on holidays.

The 311 customer service center assists customers with nearly all city services, including Pay As You Throw (PAYT) refuse accounts, setting up new refuse and recycling services, water service, voter registration, property tax information, city electrical permit and inspection updates, and other services.

Residents who call 311 can also ask questions, make comments and file complaints about city services. 311 will take reports on things like potholes, street light outages, graffiti and even problems with city workers.

“The true thing that this is going to do is revolutionize how citizens have to interact with the city because it’s all customer service focused,” said Mari Beth Jelks, Director of Human Resources for the city of Grand Rapids.

The city has been working on the 311 Customer Service Center since July 2013. During this time, the 311 Customer Service center has taken more than 180,000 calls and 37,000 walk-ins.

Over that period, officials say, the 311 Customer Service Center saved the city of Grand Rapids more than $700,000.

The call center received more than 1,200 calls Wednesday — 39% higher than an average Wednesday, which call center managers said are typically slower. 311 credited coverage by 24 Hour News 8 as the reason for the increase.

The top reasons for calling:

  • Questions about where to park during ArtPrize
  • Inquiring about water account balance
  • Questions about how to set up a new refuse/recycling account.

The average wait time to speak to a call center agent was 19 seconds, managers said.

The 311 Customer Service Center can be accessed by phone by dialing 3-1-1 or 616.456.3000, in person at City Hall Lobby, located at 300 Monroe Avenue NW, or online at 311.grcity.us.

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Online: 311 Service Center

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