History of the Citizen Contact Center/City Link

When Lee Garrity was named the city manager in 2006, one of his highest priorities was to improve how we serve our citizens. He created City Link, a division responsible for handling all calls with a goal of one-call resolution. In most cases, City Link employees will answer questions about city services, programs, and events or initiate a request for service to be rendered from just one call from the citizen.

Wheels were put in motion to achieve a one-call resolution for the citizens of Winston-Salem, and Addie Robbins was hired as Director in February 2007. Support staff came on board and agents were hired. From the new Citizen Contact Center on the 5th floor of the Bryce A. Stuart Municipal Building, citizens' calls and concerns were being addressed.

In December 2007,the new name was chosen and "City Link" now supports many of the city departments and non-emergency calls. In January 2008, the center moved to its new home on the ground level of the same building.

July 2014, CityLink's hours changed from 24 hours a day, seven days a week to 7:00 a.m. and 7:00 p.m. weekdays, 9:00 a.m. to 5:30 p.m. weekends and all holidays with the exception of New Year’s Day, Thanksgiving Day, and Christmas Day.

Citizens may still contact CityLink for non-911 emergencies such as water main breaks, downed trees in the roadway and traffic lights that are out after normal business hours and the issue will be forwarded to the appropriate on-call personnel. 

 The centralized phone number is 311 (in Winston-Salem)or 727-8000 and TDD access is available by calling 727-8319.

City Link 311

 

 

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